Michael Head unpacks a study the firm produced with Forrester consulting to look at seven stages of managing dealers, agents, affiliates and more
Tag: retail
Blog
AppDynamics exec says CX pros won’t win the race to digitize experiences if IT performance issues are overlooked
Joe Byrne discusses the firm’s Agents of Transformation report and the potential of its Experience Journey Map
Sitel CX data suggests brands are enjoying a ‘state of grace’ from forgiving consumers
Contact center firm surveys U.S. and U.K. to identify the most appreciated innovation during COVID-19, top vertical industry and more
When ‘driving in-store traffic’ turned into ‘welcoming a few customers at a time’
As businesses re-open, many are less than inviting. Time to recast those physically distance lineup as ‘pre-store traffic,” and elevate it
SAS exec recommends brands ask themselves one question to guide their CX strategy
The analytics company offers examples from the world of sports and retail at the AMA’s Experience Design virtual conference
‘Remarkable Retail’ author Steve Dennis identifies CX essentials to win and keep customers amid COVID-19
Former Neiman Marcus CMO, Coresight CEO and Publicis chief commerce strategy officer examine trends that will reshape shopping
TIBCO, ServiceNow and SAP execs assess TM Forum’s CX research on telcos
Report shows strong drive to tie metrics to strategy, transform store experiences and improve personalization efforts
The sense of smell CX leaders lose out on in an online-only, self-isolating world
The founder and CEO of Karl Winters discusses scent branding — a potential competitive advantage sidelined by COVID-19
An expert in customer journeys explains why most maps lead absolutely nowhere
The author of ‘Customer What?’ suggests many CX professionals are making a big mistake in how they navigate their way to improved experiences