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Customer Strategist Journal
Innovative strategies for building more profitable customer relationships. Published quarterly online and in print.

The Innovation Effect

In this issue:

Benchmark

Customer-Driven Innovation

How can we be more innovative? Savvy business leaders have realized that the answer to this question begins with another question: What do our customers need, want,... more »

Video: Customer-Driven Innovation

How can we be more innovative? Savvy business leaders have realized that the answer to this question begins with another question: What do our customers need, want,... more »

Perspectives

Everyday Innovations Lead to Big Impact

In the digital age, it’s easy to get seduced by what technology can do. But sometimes it’s the smaller innovations that can make a big impact.  What... more »

Can You Spot the AI?

Self-driving cars. AI-powered supermarkets. Google Duplex. It’s easy to get excited about the many ways that artificial intelligence can potentially make our... more »

4 Trends Driving CRM Innovation

Customer expectations are always changing, and these needs are being met with a wider range of channels and technology than ever before. Now, all of these interactions... more »

A New Age in Learning and Development

In any organization, it’s essential for people, process, and technology to coexist. As people and devices become more connected, we need to reconsider how front... more »

Case Studies

ADP Gets to the Heart of Emotional Connections

Human beings are emotional creatures. The customer care organization is clear proof of that. A full panoply of human emotions from frustration to delight can be... more »

Innovation Goes Back to School

Arizona State University is on a mission to innovate. Long a staple of the Phoenix area, it has also created a national presence with its online degree and certificate... more »

C-Suite Strategies

Delivering CX in a Box

The subscription market continues to gain momentum in the retail space. In the past five years, McKinsey and Co. reports that the subscription e-commerce marketplace... more »

Video: Delivering CX in a Box

As the subscription market continues to gain momentum in the retail space, we spoke to Joe Martin, the CEO of Boxy Charm on how he provides amazing experiences in... more »

Industry Insight

Strengthen Service Experiences With Sales Innovation

Every service interaction is an opportunity for value creation. This is especially true in the inbound contact center environment, where service calls can turn into... more »

Fintech’s Next Obstacle: Mastering the Customer Experience

Financial technology (fintech) companies are on a tear. In 2017, fintech firms raised $16.6 billion in financing—an amount considerably higher than the $3.8... more »

The DNA of CX Innovation

Innovating around the customer experience is one of the few ways that companies today can stay ahead of competitors and disruptive forces. But what does it take to... more »

Video: The DNA of CX Innovation

We asked some of the best analysts and industry experts to deconstruct the DNA of innovative customer experiences.  more »

RoundTable

An Insider's View Into CX 2025

Break open the fortune cookie. Shine the crystal ball. Dust off the tarot cards. We’re taking a look into the future of customer experience with the experts who... more »

Outlook

What’s Old Is New Again

No, you’re not in a time warp. This Fall’s U.S. television season includes some old favorites—“Will & Grace,” “Murphy Brown,... more »

Strategy Speaks

Balancing Innovation with Execution

A stock broker and an economist walk down the street. Spotting a $20 bill lying on the sidewalk ahead, the broker exclaims, “Look! A $20 bill!” To which... more »

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