When economies decline, scaling back to ensure survival makes sense. But too often those cuts can be reactionary, targeting customer-facing functions—such as Marketing. Traditionally, leadership has ...

Does your customer experience strategy have a big impact on your bottom line? It should. A thoughtful, dynamic customer experience strategy is at the heart of every bottom-line-boosting CX effort.

Like many leaders, she remains cautious about impact. She is “not very confident” that AI’s contribution can yet be proven beyond speed and cost efficiencies. And the biggest risk to brand creativity, ...

Data volume traps. More data can create confusion. Collecting excess data without clear objectives leads to wasted resources and poor decisions. Focus drives success. Prioritize key metrics. The best ...

Founder of Aileen Day Advisory, Aileen Day is Australia’s premium CX advisor, thought leader, speaker, mentor and podcast host. In my last article, "How Customer Insight And Understanding Can Improve ...

Customer insight could, of course, mean anything. With that in mind, David asked Christine to break down the different types of customer insight. “First of all, it’s important to think about what ...

What would you ask your best customer if you could sit down to have a coffee with her? If your aim is to improve the relationship, your best bet would be to talk about her experience with your company ...

To help organizations move beyond outdated feedback tools, CallMiner has rolled out Outreach, an AI-based feedback platform. Rather than relying solely on traditional surveys, Outreach combines ...

PITTSBURGH & LONDON--(BUSINESS WIRE)--First Insight, a global leader in Voice of the Customer retail solutions, is expanding its partnership with Marks & Spencer (M&S), a leading British retailer, to ...

At its tenth annual Pulse conference last week, Customer Success (CS) platform Gainsight unveiled a new product designed to digitally connect the various fragments of customer experience, oriented ...

Discover real-world Account Based Marketing (ABM) and Demand Generation insights to help drive your B2B success. Explore our expert-led resources and best practices for targeting high-value accounts, ...