INSIGHTS Treat Your Employees Like Your Customers Are Watching JOURNAL Treat Your Employees Like Your Customers Are Watching CX darling Revolut slips up on layoffs, and it matters. Fintech high flying startup Revolut is getting flack in the press for its handling of...
INSIGHTS Avoiding Digital Overcompensation in the Name of CX JOURNAL Avoiding Digital Overcompensationin the Name of CX Think carefully about the online customer experience before you join the stampede. When anyone suggests to you that a major trend is inevitable,...
INSIGHTS Bad News on Search for an NPS “Free Lunch” JOURNAL Bad News on Search for anNPS “Free Lunch” For CX success, credit card teaser rates don’t always belong on the menu. As customer marketing and CX practitioners, we have long argued that shifting our thinking...
INSIGHTS COVID-19 and the Acceleration of Pre-Existing CX Condition JOURNAL COVID-19 and the Accelerationof Pre-Existing CX Condition “Daddy, what was a movie theater?” and other questions from the future of NPS disruption. Times of crisis bring rapid innovation as...
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