For the last three weeks I’ve been in Hong Kong and Australia for a number of meetings and presentations (returning to the U.S. tomorrow). Several times in my conversations with business executives, ...

Although many companies are still struggling to define and measure customer experience (CX), those that spread responsibility for CX across the organization, as well as concentrate on measuring ...

Customer journeys are all about defining the moments that matter most. One CX team shares their thoughts on this practice. Most organizations say planning for new customer journeys is their number 1 ...

There's nothing more important than customer success in today's digitally connected economy - but how are you defining it? At diginomica, one of our pet peeves is the mischaracterization of customer ...

A great customer experience drives value for your customers—something you and your customers benefit from. Yet getting the customer journey and overall experience right is a tricky puzzle to solve for ...

A customer service goal is a target that enables your company to measure its progress toward a long-term objective of achieving the highest level of customer satisfaction. You can use customer service ...

91% of enterprises have adopted or have plans to adopt a digital-first strategy. Of these enterprises, 48% already have a digital-first approach in place. Creating better customer experiences (67%), ...

Figuring out which customers are valuable in the beginning can save a lot of trouble and cost. We would definitely agree with that statement. Often our clients find that prospective customers give a ...

A great business is so much more than a product or service. These business leaders live and die by customer experience. Brands have become smarter about the customer lifecycle, understanding that the ...

Why is it so hard for government agencies to identify and define their customer? Comments by attendees at three recent national conferences, here and abroad, confirm that government reengineers are no ...