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A question of survival

NEWSLETTER   l   JUNE 2020

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on our minds

REPORT

Will CX Survive COVID-19?

Our research shows how teams are already adapting.
JOURNAL
They’re Watching You

Customers pay attention to how you treat employees. Get it right.
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JOURNAL
Business, Yes. Usual, No.

CX leaders need to put business goals front and center, pronto.
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JOURNAL
NPS and the Social Good

Paging the responsible capitalism movement: It’s all in the metrics.
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worth a look

IDC
TAKING CX TO THE TOP OF THE CHARTS

COVID-19 has created three things for CX: Short-term demand, medium-term demand, and long-term demand, says Gerry Brown. Get ready to top the charts for a while.

MCKINSEY
IS VALUE THE NEW LOYALTY?

Consumers are making big changes as they grapple with the pandemic. Time to get smart about your value strategy, revisit your customer segments, and ramp up agility.

STANFORD GSB
WIN THE ARGUMENT FOR CUSTOMER-CENTRICITY

Struggling to make the case to invest in CX? Get some tips on engaging effectively with colleagues so you can build consensus for doing what’s right.  

parting thoughts

TRAINING
All Hands on Deck for CX

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MANIFESTO
Let’s Not Blow This, Team

95% of CX programs fail, but yours doesn’t have to. See what’s wrong. We can help you make it right.
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