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Thought Leadership Articles

Should Your Company Brand be Distinctive or Descriptive? 6 Lessons Learned

Everyone has an opinion when it comes to branding. Over the course of my career, first as a client-side marketing executive, then as a...

Data Quality in the Customer Journey: Create an Amazing Experience by Eliminating the Knowledge Gap

Customers define success for a brand. They are the only judge of successful marketing, and the number one reason they leave a brand is...

If You Think and Act as a Start Up, You’ll End Up Doing Things Differently

“Everything started as nothing” Ben Weissenstein Often, I discover a new company or experience that truly stands out. They naturally lead me to compare the new...

Cross-Channel Voice of Customer Analytics Gives a CX Edge to Orvis and Hunter Douglas

If you love fly-fishing, dogs, or spending time outdoors, you probably know about Orvis, the oldest mail-order company in the U.S. The company is...

Think Tank Discussions

Why Spirit Airlines’ and Ryan Air’s Customer Experience is Better than...

We all love to hate Ryan Air and their U.S. equivalent Spirit, low-cost airlines that go all out to remove any frills. Frequent travelers, such as myself, have a reason to hate them. So, why do I compliment their CX department?

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