Case Management CX Outlook 
Execs In The Know
APRIL 23, 2021
Employee research, such as the Discrete Emotions Questionnaire (DEQ), quantifies your teams’ emotions and challenges, and will help you determine when the time is right to leverage your employees for CX innovation. Once these hurdles are eliminated, teammates are well-equipped to contribute to the CX improvement mission.
Intercom, Inc.
DECEMBER 10, 2020
Nick’s belief that business is personal underpins his outlook, and he takes a “human-first” approach in his role. Nick has developed an equation to describe what he means : customer success (CS) = customer experience (CX) + customer outcomes (CO).
SugarCRM
OCTOBER 27, 2022
He also regularly writes for Forbes and is the mind behind top Customer Experience (CX) books “Punk CX” and “How to Wow.” Adrian touched on two main areas in his keynote: why improving CX is urgent and top priorities leaders can take on to create a customer-centric environment.
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