Welcome to the CX Insight Magazine. Quarterly issues are published in January, April, July, and October. The magazine includes insights worth sharing from Execs In The Know and contributing authors. Enjoy!
Taking a closer look at how to reimagine CX by making personalization and differentiation part of your core business strategy.
Game-changing innovations are forcing a reinvention of what it means to deliver exceptional customer experience (CX). We are living in an era where customers don’t just want personalization, they demand it.
Personalization is a crucial capability that punches above its weight and raises the bar when it comes to connecting meaningfully. It matters more than ever before, directly influencing behavior across the customer life cycle. As customer expectations continue to grow, and consumers are becoming more selective of which brands they interact with, successfully standing out from the noise is just as important.
In this issue, we take a closer look at some of the ways forward-thinking companies are surpassing their competitors by keeping CX at the heart of their business. From devising strategies that incorporate automation to enhancing employee capabilities and finding the right balance between digital and human interactions, you’ll learn how the world’s top CX leaders are setting their brands apart from the competition.
We also get a behind-the-scenes as we look at Marriott International through an exclusive Brand Spotlight featuring Thom McDaniel. Additionally, we will be featuring Sheila Knight-Fields from the vacation rental hospitality company, Evolve, in a KIA Member Spotlight.
Much has changed since our first issue. But one thing has remained the same — and that’s our unyielding passion for CX. As always, we hope this issue enlightens your perspective and provides the spark to new ideas and innovation.