The Execs In The Know CX Marketplace is a robust, dynamic solutions showcase where senior corporate decisionmakers can share valuable peer-to-peer insights into a wide variety of potential business partners.
Not everyone gets to grow up and take a job they love with a brand that gave them the warm fuzzies as a child. By that standard @Paul Brandt , who joined Pizza Hut as VP of Customer Experience in April 2019, is one lucky guy. In this interview, he explains how the brand’s employee-first...
For lasting brand loyalty, a strong customer engagement strategy is key. Customer engagement means creating interactions that anticipate customers’ needs and ensuring that they are supported at every stage of the buyer’s journey. In increasingly competitive markets, it’s critical for enterprises...
Walmart has one, so does Wells Fargo, Verizon and the Mayo Clinic. Innovation labs (or 'hubs') are being adopted by companies across industries, and for good reason. In a marketplace that is rapidly changing, organizations need to stay ahead of the curve if they want to thrive, let alone survive...
After Gladly software shaved time from customer-service calls, the airline plans to roll it out to in-flight crew [The excerpt below originally appeared on the Wall Street Journal ] JetBlue Airways Corp.’s partnership with startup Gladly Inc. has shaved time from its customer...
Yesterday @Allen Lee , @Mike Gathright , and I hosted the #ArtificialIntelligence Interest Group session at Customer Response Summit, which yielded some surprising insights into how brands and business partners are leveraging AI to smooth the customer experience – often by focusing on the...
In the near future, how we work, where we work, when we work—and, quite possibly, how we’re paid for that work—will be demonstratively different from what we experience today. Evolutions in technology, processes, people, and business will disrupt and drive this change. How they respond to these...
Over her nearly 35 years at FedEx, community member Ginna Sauerwein worked her way up from Package Handler and Ramp Agent to Managing Director of Customer Experience - and her last day on the job was May 31. Now ready to tackle new challenges, Ginna has been reflecting on her tenure at FedEx...
In 2007, I moved to the United Kingdom. This amazing life adventure opened my eyes to cultures, languages, and opportunities I had never experienced in America. Upon arrival, it was clear my American English was not going to cut it in the UK. I immediately started hearing words I didn’t...
At our Customer Response Summit in New Orleans we heard Parag Vaish, Founder-in-Residence at Google's Area 120, explain how his Smart Selection Process helps the most valuable CX ideas and strategies float to the top. In this follow-up Q&A, Parag shared how he navigates office politics,...