strategy
The CX cost equation and closing the engagement capacity gap
March 14 by CX NetworkDiscover which organizations are best prepared to solve the CX cost equation and lower the cost to serve through automation
Pitching experience to the C-suite: the CXO's guide
January 19 by Melanie MingasNicole Cable tells CX Network how she reinvented experience management for US healthcare provider CareMax
ROI calculators to keep your CX budget on track
November 28 by Anna McKibbenManage your 2023 budget with this CX Network roundup of interactive financial tools
Five figures that prove EX should lead your 2023 strategy
November 25 by Melanie MingasCX Network rounds up five figures that signal where the employee experience is going in 2023
The NPS-boosting reinvention of ASOS customer care
November 07 by CX NetworkJoseph Vassie, head of insight and analytics at ASOS.com, tells CX Network about the retailer's customer care upgrade
CX TALK: Nordic Choice Hotels’ Digital Retention Strategy
January 19 by CX NetworkTheresa Mattison is the Head of Ecommerce at Nordic Choice Hotels. In an interview at the CX Exchange Europe, she spoke about:Attracting and retaining customers through digital channelsThe implementat...
The Key to a Successful Customer Service Strategy
August 30 by Zarina de RuiterIn this interview, Dawn Cox, the Customer Service Director of Staples and CX Network Advisory Board member, talks about training, employee engagement and what makes a successful customer service strat...
The Most Important Elements in a Digital CX Strategy
August 25 by Tania Silva-JonesThe Financial Services Mobile Leader at IBM Global Business Services Europe talks about exceeding customer expectations.
How E.ON Has Integrated Their Personalization Strategy
August 23 by Tania Silva-JonesKeith Fletcher is the Head of Customer Experience Change Programme at E.ON. In an interview at the Executive Customer Contact Exchange UK he discusses
The Power of Connectivity at the Heart of Grant Thornton UK
July 05 by Zarina de RuiterPaul Thomas is the Head of Digital at Grant Thornton UK LLP. At the Digital Transformation+ conference in London he presented a session about their digital strategy, what it means to them and why the...
Why We Need to Look at CX as a Catalyst of Change
June 08 by Victor MilliganIn this article from The Global State of Customer Experience he discusses the change in the customer experience industry and how CX leaders can win in the age of the customer.
CX TALK: Customer Experience Strategy 2018 – What Does the Future Hold for CX Professionals?
May 26 by Zarina de RuiterAt the recent CX Excellence World conference in Paris, a panel of customer experience leaders discussed the topic of strategy and what the future holds for the industry. Panelists include: Andre Guye...