Selected Articles & Pods

THE CHANGING FACE OF CX LEADERSHIP
A research report benchmarking the evolution of customer experience professionals.
TSIA Customer Success Benchmarking
The TSIA Benchmark is the most comprehensive benchmark in the industry for a number of reasons: • It focuses on …
5 Customer Marketing Strategies Guaranteed to Grow Your Business
When we think about SaaS customer marketing, we often feel like we’re on the climb of our lives. We’re training, …
How to build a successful customer marketing program
Experienced marketers are well-versed in the marketing funnel. It was designed to not only attract new customers but to keep …
How to stop inflation from killing your customer experience
Inflation is soaring. And as business costs increase, so prices need to be raised. So what does behavioural science tell …
Is worker power on the rise?
Quitting is up, and so are wages. As the Great Attrition persists, employer–employee dynamics appear to be changing. But who …
What Are Chatbot Decision Trees & Their Role In Customer Engagement In E-commerce?
In our modern world, chatbots are an increasingly important way to reach customers and allow them to interact with your …
The Customer Success Index
Now available from Gainsight, in partnership with RevOps Squared: The Customer Success Index, 2022. Created to understand the current state …
2022’s must-read customer success trends (five to follow for a successful year)
2021 was one of those blink and you’ll miss it years! The problem is, when you’re managing customer relationships, you …
Advocacy Marketing: What It Is and How to Make It Work for Your Business in 2022
While digital marketing still holds a lot of relevance, several other marketing strategies have emerged. For instance, there is influencer …
The three building blocks of successful customer-experience transformations
Meeting new consumer needs and expectations is critical to post-COVID-19 business success. Here’s a proven formula for upgrading customer experience.
Customer Experience in the Age of AI
The authors explore how cutting-edge companies use what they call intelligent experience engines to assemble high-quality customer experiences. Although building …
Striking the right balance as chief customer officer
According to the Chief Customer Officer (CCO) Council website, the first Chief Customer Officer was hired by Texas Power and …

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