Selected Articles & Pods

How AI Can Help Bolster Customer Privacy
Data privacy is increasingly important to customers. Seventy-eight percent of consumers are fearful about the amount of their personal data …
How to make customer experience the cornerstone of a merger
Regardless of what industry you operate, today’s customers want what they want, and they want it now. The path of …
A Framework for High Performance Leadership
It is critical that, as leaders, we have the time, intent, and skills to slow down to notice what’s happening …
How to make customer experience the cornerstone of a merger
The run rate for merger failure is high. Study after study puts the figure at between 70% to 90% according …
CX + EX: The Formula for a Customer-Obsessed Culture
Brands seeking to build a customer-obsessed culture need to focus on more than just customers. They also need to think …
Why Customer Success Should Own Customer Marketing | CustomerThink
Customer marketing, otherwise known as customer relationship marketing (CRM), is the act of strengthening profitable relationships with existing customers. Therefore, …
Service complaints hit an all-time high – so why is customer satisfaction the highest on record?
The Institute of Customer Service (ICS) has published its latest [UK Customer Satisfaction Index](https://www.instituteofcustomerservice.com/research-insight/ukcsi/) (UKCSI), revealing that the number of …
Customer service excellence in 2022 | McKinsey
Not surprisingly, McKinsey’s 2022 State of Customer Care Survey has found that customer care is now a strategic focus for …
Rethinking Customer Experience Strategy: Forrester’s 2022 CX Index Dropped to 2020 Performance | CustomerThink
The 2022 CX Index reports a return to early 2020 CX quality levels, reversing 2021 gains. In fact, 20% of …
In Customer Success We Trust
Customer Success is a critical business function and plays an essential role in building trust with customers. Customer leaders in …

Article & Pod Feed

Other Resources