Q&A with Virgin Voyages Dir. of Sailor Experience,..


Captain Branson? That’s right - Sir Richard Branson is getting into the cruise business. Virgin Voyages sets… Read more

CX is a game changer – here is why


In an ever-increasing competitive world, companies need to find their forward momentum in something more than traditional… Read more

The CX Loyalty Metrics that Actually Matter


A key challenge of implementing a CX program is demonstrating its value up and down the organization.… Read more

CX Business Value Starts with Buy In


By now it’s well established that a CX program, properly executed, can reenergize organizations and transform the… Read more

The Win-Win Proposition


Sports teams have an advantage other businesses generally don’t have: an unusually loyal and enthusiastic customer base.… Read more

Old Clubs Leading the Way with New Fan-driven Approach


I’ve been fortunate to attend two conferences this summer in the great sports town of Chicago.  The Intersport… Read more

Successful VoC Programs Include Services- and other in..


Is your Voice of the Customer program speaking to you? Or are you spending more and getting… Read more

CX and Brand: Better Together


Whatever happened to Brand?  In the rush to embrace customer experience (CX), it’s become something of a… Read more

CX’s second act – Value Creation


If you want to know where the CX industry is headed, there is no place better than… Read more

3 Key Takeaways from Confirmit’s 4th Annual B2B Summi..


Confirmit hosted their 4th Annual B2B Summit focused on one prominent and inspiring theme– how to be… Read more