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• Report How 29 Companies Adjusted Policies To Help Customers During The COVID-19 Outbreak

  Creating New Standard Operating Practices For Business As Unusual

  April 21, 2020 | Judy Weader, Rick Parrish

  Crisis reveals character. Right now, businesses are showing their character as they respond to unprecedented change in near real time. As governments order whole sectors to shut down, customer...

• Report Video: How To Find Your Value-For-Customer Sweet Spot

  Use This Exercise To Find The Differentiating Blend Of Value Dimensions That Matches Your Target Customers' Needs

  March 30, 2020 | Maxie Schmidt-Subramanian, Shar VanBoskirk, Su Doyle

  Even if you think about "value for customer" the right way, you must still find the sweet spot in which you uniquely help your most important target customers create value. To help you do that,...

• Report Demystifying Financial KPIs For Telecom CX Professionals

  October 22, 2019 | Tom Mouhsian

  Customer experience (CX) professionals in the telecommunications sector must connect CX measures to core financial performance in order to establish the financial impact of their CX initiatives....

• Report Hardwire Customer Experience To Telco Financial Performance

  CX Pros At Telecommunications Providers Must Connect Metrics To Money

  October 7, 2019 | Tom Mouhsian

  Telco business leaders are used to tracking success via key performance indicators like return on invested capital and average revenue per user but don't always know how customer experience (CX)...

• Report Best Practices: Airline Mobile App User Experience

  Engage Customers With Seamless Mobile App Experiences

  July 12, 2019 | Tom Mouhsian, Diane Deng

  Mobile touchpoints are now at the heart of the airline customer journey. As digital experiences continue to reshape the way people plan and manage their travel, airlines must optimize their mobile...

• Report Hardwire Customer Experience To Airline Financial Performance

  CX Pros At Airlines Must Connect Metrics To Money

  June 5, 2019 | Tom Mouhsian

  While airline industry business leaders are used to tracking success with KPIs like return on invested capital and passenger yield, they don't always know how customer experience (CX) affects these...

• Report The Inclusive Design Imperative: Win And Retain More Customers

  Modernize Your Design Practice To Reach More Of Your Target Market

  April 23, 2019 | Gina Bhawalkar

  Experience design (XD) leaders can help their firms win and retain customers, break into new markets, and get employees more engaged, by prioritizing inclusion. To do this, you need to shift your...

• Report How To Increase Your Firm's Appetite For Customer Understanding

  Lay The Groundwork For A Modern Research Practice

  April 1, 2019 | Kelly Price

  Customer experience (CX) pros know that customer understanding is crucial for creating successful experiences but often lack the buy-in they need from their colleagues to do the research required....