Blog & Resources

SXSW

What Does Customer Experience Innovation Mean?

It's March! Can you believe it? This month, we're tackling the idea of innovation. Too often, we believe, innovation is housed in the R&D department. It's cloaked in secrecy until it becomes something - a new product? A stunning ad? ...

Trends Influencing Customer Experience

It's my last day here at the South By Southwest Interactive Festival in Austin, Texas. It's been the wild ride it always is, including seeing old friends, hearing some great (and not so great) speakers, and networking in some of ...

Live from Austin: Customer Experience v. Everything Else

I'm heading to the SXSW Interactive Festival. I'll be doing my best to tweet and blog about customer experience topics. Sometimes I get accused of being too broad in my focus, because I often find tidbits on user experience, talent ...

3 Customer Experience Themes from SXSW Interactive

I dare say people who don't even know they're discussing it are thinking about the overall customer experience. So here are 3 themes I've heard from panels at South By Southwest Interactive last week. 1. Employees matter. Their empowerment is ...

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