Customer Experience: The latest on CX

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Q&A: Understanding Customers in Terms of Motivations, Not Numbers

Q&A: Understanding Customers in Terms of Motivations, Not Numbers

FRHI Hotels and Resorts' Jeannette Ho explains why the luxury hotel brand is putting a greater emphasis on emotion.

Southwest Airlines Takes Customer Listening to New Heights

Southwest Airlines Takes Customer Listening to New Heights

The airline launches a Listening Center to centralize social, industry, and operational data.

The ROI of Customer Experience: Who Cares?

The ROI of Customer Experience: Who Cares?

Better experiences equal better ROI.

Word to the Wise: Customer

Word to the Wise: Customer

Whether you call them consumers, constituents, clients, fans, guests, or members, customers are the ultimate reason you're in business.

Marketers Aren't the De Facto Owners of Customer Experience

Marketers Aren't the De Facto Owners of Customer Experience

CX responsibility needs to be shared across the organization, with marketing as evangelists.

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FTC approves final Facebook settlement

FTC approves final Facebook settlement

The Federal Trade Commission (FTC) accepted a finalized settlement with Facebook today Aug. 9 that was proposed last November.

AMA research shows how to cut noise, sharpen trend insights

AMA research shows how to cut noise, sharpen ...

Research in the American Marketing Association's (AMA) Aug. 2012 edition of the Journal of Marketing Research provides a template for marketers to better understand trend speed and acceleration while filtering ...

More pencils, more books—and more teacher's dirty looks

More pencils, more books—and more teacher's dirty looks

Retailers have marked down summer-related goods to make room for pens, pencils and backpacks—indicating that it's time to kick-start back-to-school shopping.