Latest Articles by Phil Britt(Page 9)

Striking the AI and Human Balance in Customer Experience

How to Show the Value of Customer Experience Efforts

OMB Pushes Government Agencies to Improve Customer Experience

Multi-Touch Attribution Has Come a Long Way

Connecting Frontline Workers to Back-End Systems

What to Do When an API Is Shut Down

When It's Time to Fire a Customer

The 3 Pieces of Customer Experience Transformation: Technical Change

The 3 Pieces of Customer Experience Transformation: Operational Change

The 3 Pieces of Customer Experience Transformation: Cultural Change

Getting Started with a Customer Experience Audit

The 360-Degree Customer View: Fact or Fiction?

Customer Journey Management in an Era of Disjointed Journeys

Stitching Together Online and Offline Customer Data

Don't Let Chatbots Drag Down Your Customer Experience

The Insurance Industry Plays Catch Up With Customer Experience

7 Critical Elements of a Successful Supply Chain

6 Factors Adding to Ecommerce Success

5 Reasons Why Ecommerce Fails

Why Mobile Customer Experience Is Still Lagging

How to Gain Corporate Buy-In for Customer Experience Initiatives

How the Telecom Industry Can Set the Customer Experience Bar Higher

Keys to Building Customer Lifetime Value

Are Your Customer Experience KPIs Fit for Today?

The Art of Creating Customer Surveys They Will Answer

How Financial Services Compete on Customer Experience

Marketing Automation, Beyond the First Hello