Execs In The Know

APRIL 23, 2021

Employee research, such as the Discrete Emotions Questionnaire (DEQ), quantifies your teams’ emotions and challenges, and will help you determine when the time is right to leverage your employees for CX innovation. Having the proper technology is especially important for employees who are returning to the workforce, but not to the office.

Innovation 93

Innovation CX VOC Outlook 93

SugarCRM

OCTOBER 27, 2022

He also regularly writes for Forbes and is the mind behind top Customer Experience (CX) books “Punk CX” and “How to Wow.” Adrian touched on two main areas in his keynote: why improving CX is urgent and top priorities leaders can take on to create a customer-centric environment.

B2B 26

B2B E-commerce CRM CX 26

Intercom, Inc.

DECEMBER 10, 2020

Nick’s belief that business is personal underpins his outlook, and he takes a “human-first” approach in his role. Nick has developed an equation to describe what he means : customer success (CS) = customer experience (CX) + customer outcomes (CO). In the B2B world, it’s not just about the experience.

B2B 223

B2B Outlook Sales Touchpoint 223