Linking the customer experience to value
Many customer-experience transformations stall because leaders can’t show how these efforts create value. Patiently building…
Browsing: Customer experience
You can’t move too fast: A conversation with Andy Penn
As CEO of Telstra, Andy Penn reinvented the company’s product offerings, digital capabilities, overall structure,…
Marketing Is Harder Than Ever, But Your CX Doesn’t Need to Suffer
Tactics to enhance your customer experience In speaking to marketers of all stripes—from startups with…
CX without design only gets you halfway
When mapping out the customer journey, combining traditional CX practices with user-centered design processes has…
Customers Want Personal Advisors, Not Advertisers
The expanding role of social and messaging apps should lead brands toward a one-to-one DTC…
Why the 360-degree customer view is over
Connected communications will revolutionize customer engagement for every business The customer experience arms race—the drive…
Total-experience is the new CX: twelve trends transforming customer service
The customer service landscape is rapidly changing as an AI-driven revolution redefines how brands do…
Digital CX Drives Marketing Makeover
Whatever marketers were doing before the pandemic is likely no longer relevant, or at the…
Starting a brand from scratch
Kristen Tomlan, Lippincott alum and founder and CEO of DŌ Cookie Dough Confection, shares how…
Marketing In, Through and Out of The Pandemic
Myth #1: Customers buy more when they have a psychological safety of brick-and- mortar stores Truth: Psychological…