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Is Covid rushing digital transformation?

NEWSLETTER   l   JULY 2020

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on our minds

RESEARCH

CX, Digital Transformation, and Covid-19

Got 10 minutes? Join our new global research project, conducted with our partner sandsiv+, and help the CX community understand how the pandemic is changing the interaction between CX and digital transformation.
REPORT
Go Beyond NPS Basics

Comprehensive guidance for your team on getting foundational NPS practices in place – plus a warning.
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REPORT
What Makes Health Insurance Tick?

We’ve analyzed the annual US Consumer NPS Benchmarks from NICE Satmetrix to find out.
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worth a look

MY CUSTOMER
DON’T GET CX RELIGION

Is there an unholy future ahead for CX? Is “customer delight” a sign of devotion to a false god? Jack SprIngman offers a nuanced discussion of the importance of smart CX strategy.

MMA GLOBAL
RIGHT CUSTOMERS, DESIRED OUTCOMES

Another take on the critical nature of CX strategy from PeterFader at Theta Equity Partners offers approaches for identifying the customers that deliver financial value.

RETAIL GEEK
DIVING DEEP ON CUSTOMER LIFETIME VALUE

E-commerce offers an accessible use case for ideas on bringing customers into corporate valuation conversations. Dan McCarthy discusses his work where marketing and statistics meet.

parting thoughts

TRAINING
All Hands on Deck for CX

Make your job easier by making sure the whole company knows the importance of a great customer experience. Our training gets everyone working together for CX improvements.
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