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To be a change maker in CX, focus on business outcomes

Customer experience is good for business. You believe that, and so does your leadership team. Unfortunately, many CX programs still have a difficult time getting headcount and resources. Leadership gi...

By Jim Tincher, Topher Mitchell

Qualtrics Customer Success Hub: Taking digital self-service to the next level

The digital era has revolutionized consumer and brand interaction, placing the spotlight on the customer's digital experience. Their journey with a brand online is no longer simply transactional - it'...

By Natalie Maxwell

Tools, Timber, and Trust: Secrets behind Mitre 10's CX excellence

From gardening inspiration and DIY advice to thousands of quality tools under its roof - Mitre 10 New Zealand has always bet big on putting their customers’ needs first. How did it become New Zealan...

By Qualtrics

Seamless, simple, scalable: How bolttech is elevating insurance with better CX

Added travel insurance when you bought flight tickets recently? Purchased Samsung Care+ device protection when you upgraded to the latest Samsung Galaxy? Or perhaps you added loan protection with Home...

By Qualtrics

Leveraging patient data to reduce churn

Collecting patient feedback isn’t just about understanding their experience. It’s another opportunity to engage with them, demonstrate that you care, and connect them to help or resources to solve...

By Erica Evans, Maggie Gentry

Payors' role in improving member experience is becoming more critical

This year, health plans received more than $12 billion in Medicare Advantage (MA) quality bonus payments. These ratings, far from being mere indicators, serve as a benchmark for the quality, trust, an...

By Farzad Aref, Noah Gilbertson

Celebrating the customer frontlines for CX Day 2023

October 3 marks CX Day, an annual celebration by the Customer Experience Professionals Association (CXPA) of customer experience (CX) and the people that work day-in, day-out to create positive relati...

What Degrees Do Customer Experience Professionals Have?

The landscape of customer experience (CX) has undergone a dramatic transformation. No longer a niche department, CX is now a strategic imperative for businesses of all sizes. But with this growing ...

By Camden Hatch

Meeting the omnichannel challenge with Three and Samsung

Integrated omnichannel experience is now table stakes for any business worth its salt. If your customer is not receiving a joined-up experience across every touchpoint, they’ll see - and feel - the ...

By Daniel Saunders

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