Customers with a great last mile experience are likely to view their brand experience as positive. Find out how responsive customer care can be applied to the last mile experience with your customers.

Michael Jacobi shares his thoughts on the importance to know what customers like and then to use this knowledge to offer personalized experiences that ultimately promote loyalty.

Dave Weinand discusses how the new reality for retail and restaurant has changed customer behavior and how it is critical that the industry work together to meet the new needs of the customer while ensuring the long term viability of their business.

No one knows if this new situation will durably change consumer behavior and in what proportions. What is certain is that businesses must above all else demonstrate their share of humanity and benevolence through concrete actions towards their employees and customers.

Cultural awareness in CX is crucial when it comes to comparing CX data across different countries. Mariam Ranchel shares tips to help you are draw valid conclusions.

Hugh DeWitte explains how by decoupling the customer value chain, new business models and startups, instead of taking on the big brands of the world head on, peel away a piece of the consumer purchasing process.

Jason Hunt shares Avanade’s strategy to rethink customer care for a proactive, empathetic and data-driven customer experience.

Jacob Knettel shares three core principles to use personalization most effectively as social distancing practices persist.

Chris Horton explains how businesses can accelerate their digital transformation again without becoming mired in technicalities thanks to the Sitecore platform.

Mishel Justesen explains how to learn your customers’ needs with a customer journey map and shares the how-to guide to engage with them.