Although many companies are still struggling to define and measure customer experience (CX), those that spread responsibility for CX across the organization, as well as concentrate on measuring ...

For the last three weeks I’ve been in Hong Kong and Australia for a number of meetings and presentations (returning to the U.S. tomorrow). Several times in my conversations with business executives, ...

A customer service goal is a target that enables your company to measure its progress toward a long-term objective of achieving the highest level of customer satisfaction. You can use customer service ...

There's nothing more important than customer success in today's digitally connected economy - but how are you defining it? At diginomica, one of our pet peeves is the mischaracterization of customer ...

91% of enterprises have adopted or have plans to adopt a digital-first strategy. Of these enterprises, 48% already have a digital-first approach in place. Creating better customer experiences (67%), ...

Companies must consistently demonstrate relevance to earn the right to future business. To earn trust, companies must be able to deliver value at the speed of need. By delivering value at the moment ...

Figuring out which customers are valuable in the beginning can save a lot of trouble and cost. We would definitely agree with that statement. Often our clients find that prospective customers give a ...

The magnitude to which retail stores recover when consumers fully adjust to post-pandemic routines may well hinge on the shopping experiences they offer, whether online or in-person. Despite U.S.