IN THIS ISSUE | WINTER 2020

Transform

Own disruption and the future of CX by unleashing the catalyst within.

In this issue:

Outlook

Catching Up to CX Industry Predictions

Welcome to 2020. This is the year that many pundits and CX experts used as a milestone to predict the evolution of customer experience. You may have seen some of these... more »

Benchmark

Great CX-pectations

The Customer Side Consumers have high expectations for technology to transform the customer experience, making it faster, smarter, and more convenient over the next... more »

Perspectives

Enable CX Ecosystem to Drive Digital Transformation

Customer experiences get more complicated every day. What used to be simple customer service operations has expanded across the business with hundreds or even... more »

Make Purpose a Strategic Advantage

Delivering customer experiences is like making pizza—anyone can do it, but not everyone can tell which one tastes best.Author and speaker Jeff Fromm saw that in... more »

Startup Growth in the Age of Disruption

Startups have reimagined the status quo by meeting today’s digital-first expectations. It’s an exciting time to shake up traditional markets. But first you... more »

Enter a New Reality of Employee Training

When virtual reality (VR) technology first came out it was a novelty primarily seen as an innovative way for gamers to dive into a digital world. It has grown into... more »

C-Suite Strategies

Behind the Scenes of Dow Jones’ Customer Care

At its core, excellent customer support is about making your customers feel understood and appreciated by your business. And while customer support is rarely the first... more »

Say I Do to Customer Service

New York City is a hub of startups. One subway ride reveals a rich tapestry of companies looking to disrupt nearly every industry. Being innovative is tough work and... more »

Case Studies

Navigating Disruption: AAA Northeast’s Digital Transformation

From its work campaigning for better roadways in the 1900s to distributing maps and providing roadside assistance, the American Automobile Association (AAA) has had a... more »

In-Depth

Customer Experience Innovation: Then and Now

A lot can happen in 10 years—in customer experience it’s a lifetime. As we enter a new decade, it’s worth reflecting on key areas of the customer... more »

Redefining Disruption

When Facebook founder and CEO Mark Zuckerberg revealed his company’s internal motto was to “move fast and break things” back in 2009, it perfectly... more »

Industry Insight

Send a Clear Message to Customers

Consumers live on their phones. Scratch that—consumers live FOR their phones! There are more than 4 billion users of SMS messaging, and more than 2.8 billion... more »

Accelerate Your Business Through Auto Industry Disruption

Rarely have so many challenges come together at any one time for the automotive sector. Right now, the typical manufacturer is faced with charting a course through a... more »

Digital Transformation or Bust

Innovative. Convenient. Modern. From the 18th through the 20th centuries, these terms applied to department stores. Today, it’s a very different story. ... more »

Strategy Speaks

The Economic Advantage of Customer Focus

The U.S. economy has now clocked more than 10 years of solid, if sometimes modest, growth, making this the longest economic expansion in U.S. history. So, it is... more »

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