Customer experience is a powerful differentiator. In fact, in some industries it’s the only differentiator. You need to improve customer engagement, loyalty, retention and—ultimately—the lifetime value of your customer.
by John Godwin
Here's how to put together the architecture needed to set a customer-experience transformation in motion.
by Jimmy Chou
The three common gaps companies encounter when improving the customer experience, and how to avoid them.
by Emily Cox
Discovering the insights you need to drive meaningful change.
by Matt Waldau
For digital migration success, focus less on IT and more on your customer.
by Cass Mieczakowski
New technologies can be overwhelming to configure. Here are some key things to consider if you want to realize the full value of your investment.
When implementing and omni-channel engagement strategy, consider the entire customer experience.
by Chris Snyder
It may be time to take a step back and consider how well your CRM system is designed for the human experience.
The expectation for CX is clear, but without the right metrics it is hard to know which efforts are paying off.