Resources

Be the Tortoise. And the Hare.

Best Western Prepares for an Interconnected Future

Senior Manager of Digital Outreach Lonnie Boutté explains why his role has an expiration date, and why he’s OK with that.

Best Practices of Far East Customer Centricity

The Best Defense Is a Great Offense

Even with an 80 percent market share Saudi Telecom Company called on a customer loyalty program to increase customer expectations and help ensure long-term relationships.

The Best Customer “Data” Is Feedback

By listening to customers, American General Life Companies has increased sales and improved the customer experience in ways that matter most to customers.

Belgacom Performs a Customer Experience Triage

Taking quick action to resuscitate its customer service, the Belgium telecommunications company has seen rapid improvement in its 45 key performance indicators.

Behind the Scenes of Dow Jones’ Customer Care

Award-winning journalism is only part of the story—at Dow Jones, great CX also means staying ahead of customer expectations.

Become Your Own Uber

Create real human connections to keep up with disruption.

Banking’s Most Important Currency: Customer Trust

Today’s banks must provide personalized cross-channel engagement to defend against new competitors and drive profit growth. There are five key pillars of trust that will improve customer engagement.

Banking on a Positive Customer Experience

The global recession has taken its toll on nearly every industry, and financial services is no exception.

Banking Channels: No “Alternatives” Anymore

The industry is in the midst of a role reversal between branches and newer customer channels.