08 Apr 2025
Executive Summary: In an era of rapid digital transformation, organizations must reimagine their approach to customer experience (CX). This whitepaper explores a comprehensive framework for building adaptive, customer-centric organizations that drive meaningful business impact. Introduction: In the rapidly evolving landscape …...
08 Apr 2025
In today’s complex business landscape, customer experience (CX) success isn’t about individual departments—it’s about creating a unified, collaborative approach that puts the customer at the center of everything you do. Here’s your definitive roadmap to building a cross-functional CX powerhouse. …...
08 Apr 2025
32min 25sec
In this powerful session, industry experts Karan Thacker and Lauren Jensen dive deep into the art and science of customer experience (CX) transformation. Key insights include moving beyond traditional product management, understanding experience data vs. operational data, creating compelling customer …...
19 Mar 2025
31min 41sec
In this groundbreaking session, Carlo Savino, Lenovo’s Head of E-Commerce, reveals how customer experience can become your most powerful business strategy. Carlo highlighted how to turn CX from a cost center into a revenue generator, to learn segment-specific experience design, …...
19 Mar 2025
27min 43sec
In this must-watch presentation from the 2024 Customer Experience Strategies Summit, Usman Janvekar, CX Lead at Sanofi, revealed the transformative power of AI applications in modern business. Usman highlighted a proven framework for AI application development, post-saving opportunities through advanced …...
19 Mar 2025
31min 40sec
At last year’s CXS Summit, Neil Patel, founder of NP Digital, highlighted the importance of customer experience in B2B marketing. He noted that companies focusing on customer service are six times more likely to meet retention goals. Patel urged B2B …...
09 Mar 2025
1min 15sec
In this exclusive sponsor highlight video, hear firsthand insights from our amazing partners who made the 2024 Customer Experience Strategies Summit an extraordinary event. Our sponsors shared their enthusiasm about the collaborative atmosphere, deep discussions on AI ROI, and cutting-edge …...
07 Mar 2025
32min 59sec
At the 2024 Customer Experience Summit, Craig Stoss moderated a discussion on guest and customer experience with Lyndon File and Alex Cristiano. Lyndon shared Little Canada’s recognition as a top attraction and its visibility challenges. Alex emphasized the importance of …...
07 Mar 2025
33min 24sec
At the 2024 Customer Experience Strategies Summit, Peter Armaly & Aaron Thompson presented this great discussion on B2B Transformation. They discussed their career transitions, particularly from political science to consulting, and the focus on customer success strategies. The conversation highlights …...
07 Mar 2025
35min 56sec
At last year’s CXS Summit, Anita Ghosh of Bridgr moderated a discussion with Regina Warga of NY Life Financial about enhancing customer experience in financial services. They highlighted challenges like resistance and the need for a comprehensive toolkit, emphasizing the …...
19 Mar 2025
Usman Janekankar of Sanofi presented an inspiring session at the 2024 CXS Summit that explored strategies to master AI applications in the customer experience world! The AI Imperative In an era of rapid technological transformation, artificial intelligence has emerged as …...
20 Oct 2020
Produced in partnership with Adweek and Deloitte Digital The role of the Chief Marketing Officer is rapidly evolving. Today, CMOs are charged with driving growth across the entire organization, from revenue to brand reputation, to innovation and customer retention, to …...
13 Oct 2020
All companies are under pressure to deliver a brag-worthy customer experience (CX), but it can be difficult to know where to make investments that are likely to pay off. To guide the way, Zendesk partnered with ESG Research to build …...
05 Oct 2020
The customer experience goes through several pivots in its lifetime to adhere to the ever-changing customer need. Many businesses face the reality of needing to adjust strategy more often than expected which may require new investments for these new plans. …...
16 Sep 2020
Capturing signals is crucial when trying to understand the employee experience. However, the analysis and ability to turn those insights into action to drive real impact in the workplace is when the magic happens. Introduction: “Employee expectations were rapidly changing …...
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