Sam is a researcher on the customer experience (CX) team. Her focuses are partner experience and B2B2C CX, as well as customer behavior and psychology. She has a background in innovation and design thinking, and she is also interested in how social values manifest in CX and employee experience (EX).
This report offers examples of how B2B brands have used CX to avoid disappointing and losing customers amid global supply chain shortages.
The US retail industry significantly improved the quality of clients’ experience between 2020 and 2021. This report details how firms can continue building high-quality CX.
Although USAA managed to hold onto the top spot among US auto and home insurers, its lead over The Hartford shrank as the number two insurer increased its score by a statistically significant amount.
Customer experience professionals can use this report to inform their ongoing improvement efforts.
In 2022, CX teams will shift tactics to meet pandemic-related challenges head-on but won’t expand their influence across the board, instead targeting areas where they can be most impactful.
Customer experience professionals can use this report to inform their ongoing improvement efforts.
