It's one thing to say you're customer-centric, but how do you get there and measure your organizational customer-centricity? Consumers today are a tough bunch to keep loyal. Three-quarters make some ...

CEO, Global Transform. Lead authority entrepreneurial C-suite leadership. Listed Global 100 CIO, 100 Women to Watch, CREA Global Award List. In the hyper-connected and evolving digital landscape, ...

Remember when brands first jumped on social media in the mid-2000s? Platforms like Instagram and YouTube gave businesses direct access to their target audiences – and it felt like a revolution.

Today’s consumers are asked to rate their experiences multiple times per day. You can hit a smiley face if the airport bathroom is clean and, if not, a frowny face. You’re encouraged to rate the ...

There are simple ways to being customer-centric, but the tangent must be drawn from the key vision, goals and values of the company. In my past 24 years, I have had the privilege of working in various ...

Chris is the CMO of FlexMR, a hybrid research agency & tech firm that empowers brands with agile insight. He also hosts the MRX Lab podcast. Recently, I was afforded the opportunity to co-host a ...

The problem with "ready, aim, fire" is the "aim" part. In the world of customer experience (CX), collecting customer data is like being "ready." Collected data is the starting point for any CX program ...