Experience

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Measuring return on CX investment encourages management buy-in and creates a business case for future investment. But how do you do it? In...
Technology can be used to create more positive customer experiences, but many companies fall short in this regard. How can technology be...
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The positioning of CX has to be strategic, not functional, in order for it to be successful, says Sampson Lee. Why is there a high failure...
In the much-cited book Thinking, Fast and Slow by Daniel Kahneman he talks about how the brain works to create two selves, the experiencing...
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