Customer Strategist Journal Articles

The Future of Work

What employees (and their bosses) will demand.

Mobile Loyalty Accelerates Ridership for Montreal Transit

Montreal’s public transport society entices young riders in their preferred channel, with a positive environmental message that resonates with the fickle customer group.

Think Global, Act Local

Benchmark research: Customer experience around the world

Telstra Reaffirms Commitment to Customers, Gains Subscribers

The 100-year-old Australian operator focuses on building customer advocacy as its strategy for the next 100 years.

Keeping Up a World-Class Experience During Transformation

Inspirato scales its customer experience strategy and technology to optimize personal relationships.

Customer Lessons Learned from the Health Insurance Exchange Rollout

A look at what steps can be taken to smooth the ACA’s bumpy customer experience road.