Customers

Tools for companies and managers to rethink standard customer experience practices.

By applying neural insights to innovation, businesses can create memorable experiences that customers want to repeat.

In a Q&A, two Alaska Airlines executives discuss the technology integration challenges of a corporate acquisition.

Managers’ intuition about how customers will feel about decisions made by algorithms rather than humans is often wrong.

Businesses must use data and analytics to better anticipate consumer needs and humanize digital interactions.

Here’s a snapshot of what 2,600+ business leaders said about how their organizations approach CX.

This research report covers leading CX trends and offers expert advice for becoming a “CX Champion.”

Reframing your B2B company as a business-for-business company can boost revenues, customer retention, and worker morale.

Marketers should prioritize digital and e-commerce initiatives to offer customers engaging virtual shopping experiences.

Recruiting and retaining talent in a turbulent market, boosting profits and customer loyalty with charitable giving, and harnessing customers’ “brand admiration.”

As brands compete for holiday shoppers, they would do well to learn this lesson: Donations can boost sales and profits.

A new Google-Qualtrics survey finds that marketers need to strive for more consumer-centric apps.

In a Q&A, Eventbrite CMO Tamara Mendelsohn discusses how the pandemic deepened the company’s connections with customers.

Companies earn customers’ respect and loyalty when their brands enable, entice, and enrich them.

Rethinking assumptions about customer wants, improving the R&D process for new projects, and addressing data challenges.

A new tool for designing an analytics architecture can help marketers improve customer experience outcomes.

For a post-pandemic future, leaders must rethink their assumptions about what customers really want.

The pandemic spurred a social reset, and companies must respond to customers’ and employees’ changed expectations.

Smaller, often more private and interactive online communities and platforms are reinventing the way brands and consumers connect.

Much of the fashion industry trades on a culture of disposability. It’s not sustainable, and retail norms must change.