An executive recently asked me, what’s the biggest mistake leaders make when rolling out a customer experience strategy? My answer was simple. Most leaders think about the customer first.

Despite its central importance to the success of every business, customer experience is rarely implemented as effectively as it could be by leadership teams. This happens because customer experience ...

Loyalty isn’t built in dashboards or rewards programs. It’s formed in brief, human moments that make customers feel seen.

When you look at what separates the leaders who thrive from those who merely survive, one thing stands out above anything else and that is customer experience (CX). The leaders that are standing out ...

NEW YORK--(BUSINESS WIRE)--Sobot, a leading AI customer contact solution provider, unveiled its “AI-First” strategy at a media launch event this month. The move elevates Sobot AI with five pillars, ...

A view of the Adobe activation during the 2025 Sundance Film Festival on Jan. 26, 2025 in Park City, Utah. (Photo by Maya Dehlin Spach/Getty Images) This time of year tends to get busy for everyone, ...

MORRISTOWN, N.J.--(BUSINESS WIRE)--Avaya, a global leader in customer experience and communications solutions, today expanded its commitment to the Avaya Experience Platform™, committing to a single, ...

Toku Ltd. (Toku or the Company), a Singapore-incorporated customer experience (CX) technology company, today commenced ...

Leaders can use this framework to convert local identity into repeatable value—without falling into heritage marketing, soft ...

Amandeep Singh Kochar has been appointed as Executive Vice President – Experience Strategy & Martech Head at Havas CX India, the specialised customer experience vertical of Havas India. In his new ...

Zaelab, a leading consultancy of business-to-business ("B2B") digital transformation, today announced executive appointments that strengthen the firm's leadership team as it expands its focus on ...