Customer experience (CX) programs that have been running for several years are often in a Catch-22: the program has lost buy-in because it is not perceived to produce actionable insights; however, ...

In the world of seemingly identical customer experience (CX) programs, differentiation is the unsung hero that can set your company apart from the competition. Kantar asserts in its company blog that ...

OUR COMPANY recently hosted a virtual event that highlighted 10 key traits for customer experience (CX) leaders. They included an impressive list of qualities: passion, knowledge, communication, ...

Eighty-nine percent of customers say they would become loyal, repeat customers after experiencing a positive client experience (CX). Yet, many business leaders still ask, “Is developing a CX program ...

Ninety-one percent of unhappy customers refuse to give your brand another chance. However, resolve that customer’s complaint, and they’re 70% more likely to become a repeat customer. Each customer ...

Every company is in the business of customer service. It doesn’t matter if you work in construction, marketing, or hospitality–at the end of the day, you need to put the customer experience (CX) first ...

When I was in eighth grade I played on my school’s soccer team. One day our goalkeeper didn’t show up for practice and I volunteered to fill in. It was a big mistake. It was fun for one practice, and ...