It’s up to the marketing team to think about customer experience management. But what exactly is it and how do you get it right? Alex Blyth reports Customer experience management (CXM) is not a new ...

Stick the word “customer” in front of any technology initiative and you command attention. Customer experience (CX) in particular is a hot button, a set of practices, recommendations, and tools that ...

McDonald’s does not succeed because it delights customers. It succeeds because it removes uncertainty.

"Personalized" by Mark Abraham and David Edelman is a crucial read for CMOs and all other C-suite leaders aiming to integrate AI into their customer experience, as well as CDAOs and CIOs who want to ...

STAMFORD, Conn.--(BUSINESS WIRE)-- The increasing integration of applications for managing customer experience (CX) is changing how enterprises monitor, understand and improve interactions and ...

Customer experience during the COVID-19 crisis is about one thing: empathetic engagement. But the timing of your engagement is also incredibly important. To show true empathy, you have to reach out ...

Retail is one of the largest sectors in the world, with a retail sales forecast of $30.3 trillion in 2023. In a market so large and competitive, businesses compete to stand out to deliver bigger and ...

Navigating today’s business landscape is challenging. New technologies are reinventing old business models and shrinking product life cycles. Easier access to information is moving the power from ...

I’m very lucky to work for a company whose whole ethos is to elevate people’s experience. As the Head of Customer Success, my role here is charged with evolving our customer experience strategy in ...

Customer experience writer and keynote speaker Stan Phelps once said, “Customer experience isn’t an expense. Managing customer experience bolsters your brand.” In the present-day business landscape, ...

When reviewing job growth and salary information, it’s important to remember that actual numbers can vary due to many different factors—like years of experience in the role, industry of employment, ...

On today’s episode of The Daily Scoop Podcast, the final day of the “Top Two for 2022,” as some of the most experienced practitioners in government highlight the top two stories to watch in the new ...