Despite its central importance to the success of every business, customer experience is rarely implemented as effectively as it could be by leadership teams. This happens because customer experience ...

Is your organization about fun? How often do your customers giggle? How much of your business strategy is about funniness—not just entertainment, but customer experiences made joyful by design? What ...

Privacy-first practices. Embrace privacy-first data strategies to build trust and adapt to evolving regulations like GDPR and CCPA. AI-driven insights. Use AI and ...

Although enterprises claim to emphasize customer experience in today’s digital business landscape, many fail to address a downright essential aspect: customer experience security. Yes, security should ...

Recruiting new customers costs seven to nine times as much as it does to keep current customers from leaving. Besides the obvious foregone revenue, dissatisfied customers are not going to recommend ...

Senior executives continue to make significant investments in customer relationship management (CRM) systems, as they face their most pressing management challenge – improving customer loyalty and ...