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  • Customer Experience
  • Customer-obsessed operating model
  • Customer Experience Ecosystem

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As the coronavirus dominates the global headlines, businesses should take both defensive and strategic actions—focusing on customers, employees, and brand. Read more »

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  • Report Case Study: How Salesforce Built A Highly Effective Customer Success Organization

    Salesforce's Customer Success Group Is A Manifestation Of The Tech Giant's Values
    January 4, 2019 | TJ Keitt

    From Salesforce's inception, its co-CEO Marc Benioff has focused the business on making its clients successful. To fulfill this mission, the tech giant built the Customer Success Group (CSG), an...

  • Report Brief: IBM's New Tools For CX Ecosystem Management

    The IBM Watson Portfolio Aims To Help CX Professionals Master Their Operating Environment
    December 16, 2015 | TJ Keitt

    In October 2015, IBM held its Insight conference in Las Vegas. Most customer experience (CX) professionals didn't pay attention — but they should have. IBM showed how its emerging data assets and...

  • Report Empower Your Employees To Renovate Your Customer Experience Ecosystem

    Tap Workers' Knowledge Of Ecosystem Constituencies To Create New Value
    November 18, 2014 | TJ Keitt

    Building healthy customer experience (CX) ecosystems is challenging because CX executives often don't view customer experience holistically. Fortunately, there are employees in the workplace that...

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