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  • Forum CX Europe 2019

    Change The Game: Leading Radical CX Innovation
    November 14, 2019 | Joana van den Brink-Quintanilha

    First, the good news. Customer experience (CX) leaders have successfully elevated and transformed the practice of CX over the past decade. We’ve become more professional, more analytical, and...

  • Report Predictions 2020: The Customer In 2020

    Consumer Pressure To Put Idealistic Values Into Action Forces Brands To Evolve Their Purpose
    October 28, 2019 | James L. McQuivey, Anjali Lai

    CMOs have been racing to invent content and experiences that are novel, delightful, hyper-personalized, memorable (if not viral), and delivered at the perfect moment to consumers' ever-shrinking...

  • 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....

  • Forum CX SF 2019

    The Rise of XD: Master the New Art (and Science) of Experience Design
    October 17, 2019 | San Francisco | Andrew Hogan

    Just what we need: another abbreviation. But this one is for real. Experience design — or XD — is rapidly emerging as the discipline to rule them all. If exceptional CX is the goal, XD...

  • 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)...

  • Forum CX Singapore 2019

    Change The Game: Driving Radical CX Innovation
    August 28, 2019 | Singapore | Frederic Giron

    First, the good news. Customer experience (CX) leaders have successfully elevated and transformed the practice of CX over the past decade. We’ve become more professional, more analytical, and...

  • 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...

  • Forum CX NYC 2019

    Change The Game: Leading Radical CX Innovation
    June 11, 2019 | New York City | Harley Manning, Rick Parrish, Maxie Schmidt-Subramanian

    First, the good news. Customer experience (CX) leaders have successfully elevated and transformed the practice of CX over the past decade. We’ve become more professional, more analytical, and...

  • 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...

  • Forum CX Sydney 2019

    Change the Game: Driving Radical CX Innovation
    May 9, 2019 | Sydney | Michael Barnes, Riccardo Pasto, James Staten

    Good news. CX leaders have successfully elevated and transformed the practice of CX over the past decade. We’ve become more professional, more analytical, and more focused on business impact....

  • Report Case Study: HDFC Bank Starts Its Journey To Improve Its Online Customer Experience

    How A Bank Drives Customer Engagement With Hyperpersonalized Experiences
    May 6, 2019 | Ashutosh Sharma

    To offer the right banking products to the right people, HDFC Bank needed to improve how it engaged existing and prospective customers online. Including a small degree of personalization in its...

  • 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....

  • Webinar Modernize Customer Research To Up-Level Your Customer Experiences

    March 6, 2019 | Kelly Price

    Research is a requisite for creating great customer experiences, but many firms struggle to effectively integrate meaningful insights into the way they make decisions. This webinar outlines...

  • 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 A Customer Success Management Program Is Good For You And Your Clients

    How Customer Success Management Supports Both The Buyer's And Seller's Goals
    September 20, 2018 | TJ Keitt

    Increasingly, customer experience (CX) professionals at B2B companies have shown interest in helping their businesses build customer success management (CSM) programs. However, skeptical business...