Posts by Daniel Saunders


5 brands taking a fresh approach to the holiday season

Holiday customer experiences needn’t be a frantic blur of crowds and tinsel. From masterful to madcap, here are 5 brands doing innovative things with their seasonal CX. 1. Target: helping customers avoid the store altogether For some customers, spending as little time and effort in store during the holiday rush is the ultimate goal. And […]

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5 breakthrough in-store experiences (and the employees behind them)

Increasingly, online and offline customer experiences form part of a merged ecosystem where shoppers move freely between multiple channels. To provide the levels of ease and personalization customers now expect, brands must engage their audiences seamlessly across all touchpoints. Employees have an important role to play in making that happen. Multiple channels, one customer relationship […]

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How the LEGO Group is leading the way in people analytics

Before SAAS was even a thing, Melissa Kantor was working with Silicon Valley startups to implement advanced HR tech platforms. And after a jump across the pond to the UK, she enjoyed stints at some of the world’s largest firms – PWC, BNY Mellon and IBM – delivering huge HR infrastructure projects. In 2015, she […]

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3 examples of innovative employee listening

Offering best-in-class employee experience has become critical to an organization’s success – from attracting top talent to increasing engagement across the entire lifecycle. And employees are keen to play a part in building an incredible workplace culture. From our latest research, 77% of employees wanted to give feedback more often than once a year. However, […]

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Matt Dixon: CX myths and escaping conventional wisdom

When Matt Dixon completed his PhD in political economy, he knew one thing for sure: the world of academia wasn’t for him. Political economy’s loss turned out to be CX’s gain, and since 2006 he’s been one of the leading lights in the industry. During 18 years at renowned research firm CEB, Matt honed his […]

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