customer experience management

September 7, 2020
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Customer success (CS) = Customer experience (CX) + Customer outcomes (CO) – Interview with Nick Mehta of Gainsight

Today’s interview is with Nick Mehta CEO of Gainsight, a customer success technology provider that helps businesses retain customers and drive company growth. Nick joins me […]
July 28, 2020
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COVID-19 and changes in behavior: why you must relearn your customers

This is a guest post by Janelle Estes, Chief Insights Officer at UserTesting.  Although the world is always in a state of change, you’d be forgiven […]
July 6, 2020
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How to get started mining contact center interactions

This is a guest post from Julie Miller, vice president of product marketing for Clarabridge.   Customer centricity and optimization are top of mind for many […]
May 31, 2020
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Looking for some customer experience inspiration? Check out iNspire

In my role as an advisor, speaker, writer, researcher and explorer of all things related to service and experience, I often get invited to technology vendor’s […]