The current business landscape is competitive and fast-paced. To stand out among the competition, companies must be customer-centric. The customer experience must be at the center of every business ...

We’ve talked a lot about the “inside” of my Inside-Out Framework approach to developing a strong positive company culture, focusing on the first-line customers, the employees. Zack Oates, CEO and ...

As artificial intelligence transforms customer service and workplace tools, many companies still struggle to capture that elusive human connection. Chewy CEO Sumit Singh explains that a “moat” of ...

As consumers, we’ve all seen how technology helps improve our everyday lives, making it simple for us to handle mundane tasks like buying an airline ticket or ordering from a restaurant. But what ...

Automation is rising, but most consumers still want real human help. Learn what today’s trends reveal about trust, loyalty and the future of support. Customers still want to speak to a human. AI ...

This article is part of our new editorial package, The Future of Shopping, in which we predict how the retail landscape will be shaped over the next decade. Click here to read more. Piles of unfolded ...

Jen Spencer is CEO of SmartBug Media—a full-service digital agency helping businesses get the most out of their full customer life cycle. Few companies would admit to not focusing on their customers.