Customers today are passionate fans of properly designed self-service. In response, I've developed specific, reliable rules, based on customer experience design principles, customer service best ...

Becoming a customer-focused organization is a gradual and arduous process, but one that may be well worth the effort in terms of driving growth through capturing repeat business and attracting new ...

Why you need to put yourself in your customer’s shoes to understand the experiences they have with your organization. How well do you put yourself in your customer’s shoes? Year in and year out, ...

Much is said in the corporate world about customer-centricity: It is an approach that focuses on user needs, desires and limitations to generate innovative solutions. Delivering solutions based on the ...

AI and the CXO are reshaping customer experience as leaders build adaptive systems that respond in real time to customer needs and expectations.

Three companies were recently recognized by Pulse of the City News for 12 straight years of providing outstanding ...

Today, marketing professionals are under a ton of pressure to understand and improve customer experience. Brands and marketers alike realize that paying attention to what you say in your ads, ...

COVID-19 pandemic has significantly accelerated digital business transformation. The pandemic led to breakneck speed shift to digital-first customer engagement and remote work, prompting service and ...

Just when you think you’ve got this whole “knowledge economy” thing figured out, here comes the “creative economy” – the world in which your ability to succeed and add value is limited only by your ...

Sprint: Did you know we have an online conference about product design coming up? SPRINT will cover how designers and product owners can stay ahead of the curve in these unprecedented times. When a ...

This is just one of the stories from our “I’ve Always Wondered” series, where we tackle all of your questions about the world of business, no matter how big or small. Ever wondered if recycling is ...