Meaningful Measurement of the Customer Experience, 2nd Edition
Foreword by Greg Melia, CEO of CXPA
Customer experience has become the primary method of competitive differentiation between most brands today. While most companies claim that customers and their needs drive decisions and priority within their organizations, when it comes time to prioritize customer needs, it can often be more...
The Center of Experience, 2nd Edition
Foreword by Diane Magers, CCXP
We find ourselves at an inflection point in the relationship between brands and their audiences, where customers and employees are demanding better and more valuable experiences. Companies must keep up with this demand in order to remain competitive. This includes competition for both customers as...
House of the Customer
Between consumer demands for more personalized and greater data privacy and competitive pressures to provide better omnichannel customer experiences, brands are faced with a dilemma: build a foundation for the future of customer relationships or lose relevancy in a crowded marketplace.
Doing this, however, is not without its challenges. While...