During COVID-19, customer experience has been more important than ever before. For many organizations, getting CX right can improve results in a new and uncertain world. Here are five … more
The future of business is customer-centric. But most businesses are operating in the past
Enabled by a boom in technology, customer expectations are changing faster and growing more sophisticated … more
Product features and benefits once ruled the day. Success of a department store depended on what brands it stocked. Success of a network depended on what shows it broadcast.
In the age of digital, … more
At its October meeting, the CMA’s CX Council discussed organizations that really understand customer centricity, and “naturally” drive a great customer experience. … more
We set out to understand how companies are designing CX to meet the needs of high-and low-involvement customers to grow their business and increase customer loyalty.
Our third interview in this … more