Organizations around the world are monitoring consumer behaviour to try and forecast shifts and trends that will persist well beyond the pandemic. However, it is as important (if not more important) … more
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