CX Strategies for Success
Eddie Christian, the Vice President of Customer Experience and Success at American Express has a diverse background spanning roles in sales, marketing, and CX. He intentionally crafted his career...
Blog Posts of Ben Holland
What Is Product Adoption Rate
The product adoption rate for current customers specifically focuses on how well existing users are integrating new features or products into their usage patterns. To calculate this, you might use a...
Effective Customer Success Strategies
Kevin McCahill, the Chief Customer Officer and Founder of MasteryCX, is a seasoned Customer Success (CS) leader. With a diverse background spanning book publishing in New York to corporate coaching...
CX Hall Of Famer Shares His Secrets
Delve into the captivating world of customer experience (CX) through the eyes of Jim Iyoob, the Chief Customer Officer at Etech Global Services and a distinguished CX Hall of Fame member. His...
The importance of Customer Success in a Prominent VC/PE firm
Samma Hafeez leads the Customer Success advisory practice at VC / PE firm Insight Partners. Her role involves working with founders, CEOs, and revenue leaders to build winning go-to-market strategies...
Global Implementation Of CX Programs
Lynn Hunsaker, the Chief Customer Officer at ClearAction Continuum, is on a journey of growth and strategic foresight. Beginning her career in 1992, she took on the role of the voice of the customer...
What is the Future of Customer Experience
During our first season of CX Chats, we conducted in-depth interviews with 16 leading industry experts to explore their insights on the future of customer experience. Here are the enlightening...
Perspectives From A CX Leader Turned CEO
Lee Roquet's journey from CX leader to CEO of Finch offers valuable insights for those navigating the complex world of customer experience. By simplifying the CX journey into key moments that matter,...
Leveraging CX Insights to Drive Marketing Strategy
I have been lucky to present a talk about utilizing customer experience data to drive marketing effectiveness. One of these presentations was recently recorded by the American Marketing Association...
Insights from Tyler Technologies' Director of Client Success
We sat down with Courtney Smith, the Director of Client Success at Tyler Technologies, a Fortune 500 Gov Tech company. In this candid conversation, we unravel Courtney's professional journey,...