Articles written by Craig James
How to optimize and accelerate the ROI of CX
After years of investing in customer experience (CX) programs, time is running out for businesses to turn them into meaningful systems of action. Read on to find out how you can get real value from yo...
6 min read
10 questions to ask when starting a B2B CX program
How do I deliver a great business-to-business (B2B) customer experience (CX)? This is a question we increasingly hear leaders from B2B organizations asking. And with good reason. By 2020, Accenture I...
7 min read
Adjusting your CX program to deal with COVID-19
Given the spread of Coronavirus and the downturn in the economy, every organization needs to rethink...
By Bruce Temkin
Listening is More Important Than Ever: Qualtrics is now offering its survey software for free
Over the past several weeks, our world has changed and we are all adjusting to a new normal. With th...
How governments can stay connected to citizens during a public health crisis
During times of uncertainty, citizens look to their government for leadership. The evolving situatio...