Articles
We share several characteristics that we think are essential for CX leaders to have, wherever they reside within the organization.
Continue reading...
Marketers have been striving to achieve customer understanding for decades. The pursuit is only getting more complex with the predominance of digital activity.
Continue reading...
A profile of SAS Best Practices principal management consultant Lisa Loftis, one of CMSWire's contributors of 2021.
Continue reading...
Many of the lessons learned and predictions for 2022 have origins in areas that we should have already been focusing on.
Continue reading...
I have never seen a more perfect storm situation than the one that marketers are facing today.
Continue reading...
How do marketers reconcile the increasing customer demand for CX with decreasing CX expenditure? It starts with how we use data.
Continue reading...
Three success factors can make or break a CX initiative: cooperation, integration and enterprise planning and support.
Continue reading...
The demise of third-party cookies is neither sudden nor of recent origin. Marketers need to act now to forge a new path.
Continue reading...
Metrics such as lowest cost channel, call handle time and calls per hour still abound. While not inherently bad, they omit one critical thing: the customer.
Continue reading...
The customer experience environment was already beginning to be defined by a continuous state of rapid evolution. COVID-19 simply accelerated this trend.
Continue reading...
Lisa Loftis brings 30 years of experience to bear in her monthly column, where she tackles every aspect of customer relationships. Learn more about Lisa.
Continue reading...
Entrepreneur Dhar Mann once said “trust takes years to build, seconds to break and forever to repair” and that's never been more evident than today.
Continue reading...
All signs suggest that the relationship of automation to customer experience is transitioning from integral to inescapable.
Continue reading...
Empathy was little more than an infrequently used catchphrase in the VoC conversation before COVID-19. Now it is inexorably tied to VoC initiatives.
Continue reading...
Displaying 1-14 of 51