Abbott and Alderson first introduced the concept of customer experience in the 1950s, and since then, many numerous models, articles and numerous scientific titles have been published. Creating a ...

Data fuels a customer retention program. Customer data collected from various touchpoints is key to deciphering customer behavior and implementing effective retention strategies by improving customer ...

Forbes contributors publish independent expert analyses and insights. I teach growth leaders how to grow revenues, profits and firm value. I recently led several executive panels at the Customer ...