An executive recently asked me, what’s the biggest mistake leaders make when rolling out a customer experience strategy? My answer was simple. Most leaders think about the customer first.

DIfferentiation beyond AI is essential when companies have access to the same platforms. Leveraging employees in the customer ...

Picture this: You're a customer living in a world where brands promise you the moon but deliver a handful of space dust. Here's the uncomfortable truth nobody wants to acknowledge at the next board ...

New approach focuses on fixing the operational and technology failures that cause customer dissatisfaction You don’t ...

“People will forget what you said, people will forget what you did, but people will never forget how you make them feel” (Maya Angelou). There is probably no other statement that expresses the ...