The Library.

The library offers over 150 lessons and insights on customer experience, empowering you to gain a competitive advantage.

Nov 2, 20183 min read

Is a customer experience manager necessary?

The debate rages on as to whether companies need a dedicated customer experience manager. One house believes that it shouldn’t be...

Oct 23, 20183 min read

The loss of just one customer can be devastating to a B2B company. What is more, that loss could be a symptom of something that is wrong...

Oct 12, 20183 min read

If we were to ask 100 people "what makes great customer experience?" they would list all the obvious things we have talked about in our...

Oct 8, 20184 min read

Wikipedia lists over 70 CRM platforms for tracking customers through their customer journey. These are vital tools in developing a...

Sep 28, 20183 min read

A practical guide to delivering exceptional CX Every business leader will tell you that they value their customers. Of course they will....

Aug 28, 20186 min read

It is popular wisdom among business managers that you make money by selling more products, increasing prices, or cutting costs. Cutting...