Customer experience (CX) programs that have been running for several years are often in a Catch-22: the program has lost buy-in because it is not perceived to produce actionable insights; however, ...

For most organizations, CX is a strategic asset, and yet so many Chief Customer Officers like myself struggle to understand where they stand today and to chart a course for where they want their ...

In the world of seemingly identical customer experience (CX) programs, differentiation is the unsung hero that can set your company apart from the competition. Kantar asserts in its company blog that ...

Every retail operator is aware that the experience a customer has with their brand affects the likelihood that they will be a repeat customer. Many would argue this is a major aspect of developing ...

Every company is in the business of customer service. It doesn’t matter if you work in construction, marketing, or hospitality–at the end of the day, you need to put the customer experience (CX) first ...

In today’s competitive legal market, having a robust Client Experience (“CX”) program can be an important tool in the client retention and business development toolbox. The hybrid workplace may have ...

Blue jeans, insurance, meditation classes: No matter what you sell, you’re selling customer experience. A recent Gartner report found that more than two-thirds of companies compete mostly on the basis ...

OUR COMPANY recently hosted a virtual event that highlighted 10 key traits for customer experience (CX) leaders. They included an impressive list of qualities: passion, knowledge, communication, ...

Eighty-nine percent of customers say they would become loyal, repeat customers after experiencing a positive client experience (CX). Yet, many business leaders still ask, “Is developing a CX program ...

Ford is turning to its softer side to improve the customer experience, or CX. Ford this spring is rolling out an airline-style rewards points program and is training call center reps to be friendlier ...