Videos & Podcasts

Paul Conder, Principal and Customer Experience lead at Lenati LLC - will discuss how to create a holistic customer experience in all aspects of your business; connecting creative, customer insights, analytics, measurement and testing with sales...Read More

Is the realization of omnichannel customers keeping you up at night? Jim Kaniaris, VP of Customer Experience at fashion retail icon Express, knows how you’re feeling. During this deep-dive conversation led by Lonnie Mayne...Read More

The automotive industry has been focused on customer satisfaction for over 30 years. Automakers measure it meticulously, often relying on third parties who rank each brand on a scale of customer satisfaction. Yet, despite all the measurement,...Read More

Since travel business loyalty programs launched in 1980 and hotel programs soon after in 1982, the engagement and loyalty game has changed. Red Lion Hotels Corporation (RLHC) has decided to put the customer experience first by moving away...Read More

Four years ago, Orbitz began to dramatically increase focus on the customer by launching a centralized Consumer Insights function. Since it was established, the Consumer Insights function has integrated the voice of the customer into many areas of...Read More

By nature, Scottrade, Inc., a leading investing services firm clearly focused on numbers, had ample data and information on its clients from a UX and marketing research standpoint. As the company worked to enhance its strategic vision for client...Read More

Customer Experience is more than just a buzz word - it's a critical leg of the journey to customer loyalty. Brands are grappling to understand the new technologies and proper frameworks that should be utilized to enhance the customer...Read More

 Consumer engagement isn’t just about lead generation, customer service, or the tools you use; programs require a mixture of all three and more to be successful. In End-to-End Engagement, we’ll explore how mobile engagement...Read More

 The combination of experience and engagement is not a 1+1 proposition. The elements of experience and engagement multiply exponentially - in a way that's more transformational than incremental. So how can brands connect how...Read More

 The winners of the inaugural Loyalty360 CX Awards have at least one thing in common: they are using innovative tools and techniques to elevate the customer experience. These companies have overcome common roadblocks, such as earning...Read More