AI And Customer Success: Navigating The Ethics of Trust
Generative AI is transforming customer success, but how can businesses ensure it’s used ethically?
Customer experience is the impression your customers have of your brand as a whole throughout all aspects of the customer journey.
These practical articles will help you deliver the right experience.
Generative AI is transforming customer success, but how can businesses ensure it’s used ethically?
This regularly updated post provides links to the most popular Customer Experience (CX) podcasts along with their focus, key presenters and durations.
This regularly updated post provides links to the most popular (defined below) books on CX and related areas, along with their authors, ratings and prices.
There is no shortage of data on the interwebs but much of it is not worth reading. The trick is to find the information written
It seems to me that many customer experience initiatives are deeply flawed. They start out well intentioned but lack the right process improvement mindset to
You may find it hard to believe that there is any way that grounding every plane in the Qantas fleet could improve the customer experience
Over the past week or so, there has been a really great debate going on in LinkedIn over the organisational structure by which most effectively
When a new business buzz makes headlines, a new buzz of how to’s follows. Customer Experience Management (CEM) is no different. But, to me, Customer
This article in the Australian Financial Review (Kmart reborn in program of change) was a timely follow up to my blog post of a few
How you answer this question seems to depend almost entirely on where you sit in the organisation. If you are inside the Customer Experience tent,
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