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CX Metrics For Alignment & Change Management Webinar

Inspiring behavior change is one of the toughest and most critical parts of a CX professional’s job. How do you get employees to adopt customer-centric behaviors? How do you get executives excited about CX?

The answer to both questions can be found in your metrics. Learn more in this complimentary webinar.

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Featured Insights

Blog

This Is The Right Time To Make The Future Of Work Happen

The tools you need to transform your organization for the future are already here. Learn what they are and how to apply them today.
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Blog

What Are The Sustained Implications Of COVID-19? Here’s What Our B2B Marketing And Sales Analysts See

COVID-19 has accelerated the pace of change in marketing and selling. We've identified six trends that will endure after the pandemic ends.
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Blog

Go Beyond Surveys In CX: Learn From Two Practitioners’ Experiences

At Forrester’s CX North America event, I delivered a session about going beyond surveys to measure customer experience (CX). To help convince attendees it’s possible, I asked two wonderful guest speakers to highlight their organization’s efforts to move beyond surveys in CX. Read their stories.
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Podcast

The Future Of Advertising

The Wild West days of digital advertising are over. The next phase of advertising will focus on the customer experience. In this episode of What It Means, we feature VP and Principal Analyst Joanna O’Connell’s recent CX North America keynote discussing the future of advertising.
Listen Now

Statement on COVID-19

Read our most up to date policies and procedures related to the coronavirus.

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COVID-19: Responding, Managing, And Leading During A Pandemic

The latest insights and guidance for leaders to address the growing business and employee experience implications of COVID-19.

Winning The New B2B Buyer

The B2B buyer-vendor power dynamic has shifted. Learn what's driving deep change in buyer behavior and how to deliver experiences that build engagement and trust.

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