Ross Wainwright, CEO of Alida, sat down with Jeannie Walters and Adam Toporek—two of the most recognized and respected names in customer experience—to talk about consumer sentiment, how it’s changed since 2020, and how it will affect CX in 2021.

No one would have wished the COVID-19 pandemic on the world, but top customer experience experts say brands should recognize some of the positives that have come out of their responses.

SAP Customer Experience LIVE 2020 was the first time SAP CX held an event completely online. Earlier, we put together a Champions Roundtable to look ahead to CX Live.

Google Assistant, Apple’s Siri and Amazon’s Alexa are names that need no introduction as they play an integral role in our daily lives.

If you want a taste of what’s to come, tune into the “Champions Roundtable” hosted by yours truly, featuring three guest speakers participating in CX LIVE:

Looking for an entry-level job that uses human-centered design skills can be discouraging. You have more options than you think.

January has kicked off with some great posts in Customer and Employee Experience. Here we share a few of our favorites, with sources including Venture Beat, Forrester, Customer Think, Harvard Business Review, HR Technologist, Gartner…and two from Jeannie Walters.