Leadership

Throughout history, relationships between customers and businesses have been defined by the available technology and existing societal standards. 

Throughout history, relationships between customers and businesses have been defined by the available technology and existing societal standards. 

Company culture is a fluid concept from top to bottom.  Culture is outlined by leadership, executed by management and embraced by employees.  It may be easy for C-level leaders to place the [...]

In a previous blog, we looked at evidence that points to a strong correlation between customer experience and return on investment.  Indeed, understanding this correlation between the two is very [...]

An organization is like the human body, fueled by many smaller, moving parts working underneath the surface to achieve one cohesive mission.  The internal health of the body is directly connected [...]

Despite its critical role in a company’s success, businesses often place customer experience on the back burner when it comes to financial investment.  The hesitancy towards CX investments stems [...]

Key Performance Indicators (KPIs) allow for a company to visualize and track their progress towards key business objectives.  In the customer experience domain, KPIs provide insight based on [...]

Research revealed little to no improvement in customer experience over the course of 2018 [1].  In his recent blog post, Colin Shaw expressed his concern about the precarious fate of CX and [...]

Too often, brands blame a lack of technology or resources for their organizational problems. Rather than deflecting this blame to future purchases, the brands at the top of their industry are [...]