Issue 1: Managing Uncertainty
Freshworks’ CMO Stacey Epstein on the need for customer delight
Today’s CX leaders – whether in customer service, marketing, or digital transformation – need to be obsessed with architecting delightful experiences.
Wharton Professor Peter Fader believes ‘not all customers are created equal’
We sat down with author and professor of marketing at The Wharton School to discuss customer-centricity and how we can achieve it.
Take customer service back to the future
Technology helps, but connecting with people was, is, and will remain a human endeavor, even in the foreseeable future.
Netflix leads the way in data-driven service
The streaming giant’s learning-from-data culture proves that customer decisions that are based on data pay off in both monetary and non-monetary ways.
Customer service deserves a seat at the executive table
Once a defensive function, customer service evolved into an offensive role during the pandemic, standing at the forefront. Now it’s there to stay.
What lessons can SMBs learn from customer-centric frontrunners?
Tech giants have set a high bar for great customer service. Other companies, smaller ones included, are expected to follow suit. Here’s how they can.
Empathetic leadership births superior service
When the future is uncertain, leaders may not always be able to provide concrete answers to their people, customers included. What they can offer is empathy.