Life is a series of progressions. Take the transition from student to professional, for example. In school, our objective is to learn the fundamentals of a subject. When we start our careers, we aim ...

Last month, I argued that the length of time customers spend interacting with their utility company is not -- on its own -- a sufficient measure of “customer engagement.” Customers care more about ...

There’s a disconnect between the front office and the back office, and it’s happening at the worst time. Best-in-class customer service is critical right now, but when the customer service team isn’t ...

What gets measured gets managed. Make sure you measure the right key performance indicators (KPIs) to lead your business to success. Here are six metrics that will help you manage the underlying ...

Steps CMOs can take to become more successful in delivering customer experiences that add value for both the customer and the organization. CMOs want to make CX investments that will drive the most ...

According to the 2023 Gartner Supply Chain Technology User Wants and Needs Survey, customer service and experience (CX) is one of the top three most frequently selected business priorities for ...

“Girl, I get a rush when we’re speeding in my car/ And sometimes it’s too much” —Tyler, the Creator (“2SEATER”) DURING MY USUAL prowling around these interwebz of ours, I stumbled across a photo that ...

Retail media networks (RMNs) have become as mainstream as existing content and advertising channels. The problem is that RMNs ...