CX Accelerator

JANUARY 11, 2021

The all-too-sudden and tragic passing of former Zappos CEO, Tony Hsieh has sent a ripple through the business world, and the customer experience (CX) community is no exception. But the truth is that, even though Zappos became a go-to name when talking about CX, it was and is for very good reason. Igniting a passion for CX.

CX 266

CX Innovation Contact Center Education 266

CX Accelerator

JANUARY 11, 2021

The all-too-sudden and tragic passing of former Zappos CEO, Tony Hsieh has sent a ripple through the business world, and the customer experience (CX) community is no exception. But the truth is that, even though Zappos became a go-to name when talking about CX, it was and is for very good reason. Igniting a passion for CX.

CX 182

CX Innovation Contact Center Education 182

Bill Quiseng

NOVEMBER 1, 2023

Many CX professionals have advocated CX as strategies that explain customer journey mapping, the Peak End Rule, or innovative speed technologies among others. And they’ve done it so often for so long that “CX” has been the traditional term for many business leaders. But no more.This is our time for a CX Revolution!

CX 97

CX CXM Customer Journey Map Sports 97

Steven Van Belleghem

JANUARY 17, 2023

Here you’ll find useful CX insights from someone with a 20-year background as a marketing and customer experience leader at McDonald’s, Discover, Humana, and two B2B’s. Brian Solis is a digital analyst and anthropologist and a Global Innovation Evangelist at Salesforce. Doing CX Right. Check it here. Brian Solis.

Customer Experience 142

Customer Experience CX Innovation B2B 142

ClearAction

DECEMBER 30, 2017

Customer-Centric Innovation Lynn Hunsaker. Clear Action’s Lynn Hunsaker and Patricia Seybold Group’s Matthew Lees argue the business case for a customer-centric organization. My recommendation for innovation research is to focus primarily on the customer’s world, and secondarily on the company’s product, service or process.

Innovation 54

Innovation ML Customer-Centric Organization Start-ups 54

ClearAction

MARCH 23, 2015

Governance doesn’t get much airtime in customer experience management conversations and writings. It's not as exciting and it's harder to wrap your mind around than customer engagement and VoC (voice-of-the-customer) and CX (customer experience) technologies. People are empowered and accountable to drive CX success.

Government 86

Government Customer Experience CXM VOC 86

Fonolo

JANUARY 14, 2020

It’s one of our favorite places to learn about every facet of consumer-first business management. Peter Lavers is a customer experience blogger and CRM expert, and one of the world’s top influencers in customer experience management. . Annette Franz @ CX Journey. Peter Lavers @ ThinkCX .

Customer Service 136

Customer Service Contact Center Social Media CX 136