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
How hard are customers willing to work? We found that successful companies are offering customers the option to work as hard as they want while remaining loyal to the brand. We set out to … more