Publication
Strategies to Develop a Digital-First Workforce
Wharton Magazine
Unless you prioritize a digital mindset in your company—from leadership in the C-suite to the newest recruits—you risk business...
Michael Hinshaw
Recent Posts
Video
CX Monday Minute September - Customer Journey Definitions
This month's CX Monday Minute, Taylor Fitzpatrick talks about the definitions for Journey Mapping, Journey Management & Journey Orchestration.
Whitepaper
VoC Quick-Take Sheet: Maximize Your VoC ROI
Maximize your VoC ROI with these 7 habits of CX leaders. Listening is a great first step, but a more robust VoC Program is needed to deliver positive...
Webinar
On-Demand Webinar: 7 Habits of Maximizing ROI With a Successful VoC Program
Every organization that wants to better understand its customers has deployed some sort of customer listening system. From Microsoft Polls to...
Whitepaper
10 Trends Shaping the Future of Customer Experience
Rapidly changing customer expectations are already raising the bar for companies everywhere – including yours. Anyone responsible for any aspect of...
Webinar
On-Demand Webinar: CX and EX Trends Driving 2022 Planning
CX and EX Trends Driving 2022 Planning 2022 is fast approaching, and business leaders know that smooth, seamless customer journeys are key to success...
Webinar
On-Demand Webinar: Boost Your CX ROI with CX Tech in 2020
If you want to learn how your organization can deliver predictable and measurable customer experience (CX) and return on investment (ROI) outcomes at...
Webinar
On-Demand Webinar: Customer Experience Operating Model
Learn how your organization can move towards a more customer-centric, metrics enabled, continuously improving Customer Experience Operating Model...
Webinar
On-Demand Webinar: CX Metrics Systems That Deliver ROI
A major obstacle in moving business executives to action on CX is the ability to demonstrate how CX investments deliver predictable business results,...
Webinar
On-Demand Webinar: 7 Ways You Can Lead the Charge to Transform CX
Customer Experience (CX) is no longer a nice-to-have, but a competitive imperative. Customers are getting smarter by the millisecond, and the...
Webinar
VoC and VoB, Meet VoA: How NextGen Voice-of-Analytics Tools are Transforming Customer Insights, and CX ROI Recorded Webinar
Despite the continually accelerating pace of digitally-led disruption, most “Voice-of-the-Customer” (VoC) programs still rely primarily on email...