The General Data Protection Regulation (GDPR) — the EU's new legal framework for data protection — went into effect today, bursting the illusions of procrastinators who have shrugged off compliance for more than two years. The regulation was adopted on April 14, 2016.
CX thought leader Paul Greenberg said companies and brands simply cannot delight their customers all the time. Is it a more authentic goal to resolve customers' needs by delivering the right product or service — in a way that makes those customers feel heard and validated? When you value your customers, you will succeed, Greenberg said.
We're collectively obsessed over Yanny vs. Laurel. And while I'm happy to promote #TeamLaurel, there are just as many people on #TeamYanny. But could this viral internet audio clip really be the key to better brand experience?
Digital transformation is to the C-suite what performance reviews are to most employees: a source of unease and anxiety. Unlike most company-wide initiatives, digital transformation is an amorphous concept without a track record. Here's how to master what even Forrester calls it hard to define.
What does great CX look like? And what do customers want, anyway? To answer those questions, let's identify less obvious CX leaders — no "Amazon," "Zappos," or "Nordstrom" responses allowed. Instead consider Chewy, KEH, OtterBox and Sub-Zero.