Customer relationships
Holiday 2020: 3 trends for retailers this season
The most wonderful time of the year will look a bit different in 2020. The holidays…
Latest stories
Article 3 organizations on fostering long-term customer relationships
Staying connected to customers has always been important, but maintaining a connection that’s exclusively digital is…
Article Becoming indispensable—a company that your customers can’t live without
James M. Kerr called his newest book Indispensable: How to Build and Lead a Company Customers…
Article Small but mighty: Booksellers adapt to meet customer demand
You could say that books are having a moment right now. With more people looking for…
Article Connecting your CX and marketing strategy
There’s more to a brand than its latest advertising campaign and tagline. It’s also how you…
Article 4 companies talk CX, changing course, and managing expectations
Despite best intentions, describing the state of the world right now as “the new normal” doesn’t…
Article 6 companies tackling social justice and inspiring customers
As many as 70 percent of consumers want brands to take a stand on social and…
Article Design in Health helps solve for a better patient experience, from testing sites to nursing homes
Before COVID-19, Design Institute for Health (DIH) at the University of Texas was already reimagining healthcare…
Article More context leads to better chatbots—and better conversation
We’ve all been there. Bounced around to different departments, put on hold, shifted from agent to…