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“One thing that companies can’t lose sight of is the importance of the human element…”
– Harley Manning, VP and research director of Forrester’s customer experience (CX) team
“If you want to build brand affinity, give the people what they want. What they want, it turns out, is an experience—something memorable, something they can connect with, something that makes them feel like less of a check book and more of a participant.”
Customer experience (CX) should be a powerful catalyst for change. It is the centerpiece strategy to adapt to changing customer behaviors and escalating expectations. It is the inevitable competitive strategy in markets that have moved beyond products and services to end-to-end experiences customers enjoy.