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 ...

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 ...

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, ...

Blue jeans, insurance, meditation classes: No matter what you sell, you’re selling customer experience. A recent Gartner report found that more than two-thirds of companies compete mostly on the basis ...

In today’s competitive legal market, having a robust Client Experience (“CX”) program can be an important tool in the client retention and business development toolbox. The hybrid workplace may have ...

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 ...

By Ken Ewell, Chief Customer Officer, Momentive For most organizations, CX is a strategic asset, and yet so many Chief Customer Officers like myself struggle to understand where they stand today and ...