NPS

The CX genius behind the G-WAP metric
A Complaint Is A Gift 3rd edition Janelle Barlow
Why Janelle Barlow’s ‘A Complaint Is A Gift’ is still relevant after more than 25 years
How FedEx strives to deliver ROI for customer experience investments
IDC Future Enterprise Resiliency and Spending
One third of global organizations say CX initiatives have improved profit margins
Coveo VP offers tips to boost CSAT based on habits of top-performing customers
Brad Cleveland CX
Former ICMI CEO Brad Cleveland sees the potential for anyone to become a CX co-pilot
NPS creator Fred Reichheld
NPS creator unpacks the way for CX leaders to make the most of his metric
Walmart Casey Carl
Walmart omnichannel exec: You’ve got to recognize what customers DON’T care about
Generali chief customer officer
How Generali’s chief customer officer is helping the insurance giant become a ‘lifetime partner’
Amplitude and HBR Analytic Services shows ‘engagement’ outweighs NPS as a digital metric