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.

Despite its central importance to the success of every business, customer experience is rarely implemented as effectively as it could be by leadership teams. This happens because customer experience ...

Consistency is at the heart of successful businesses that place customer satisfaction as a priority. Consumers expect a consistent experience across all brand interactions, whether online, in-store or ...

When you look at what separates the leaders who thrive from those who merely survive, one thing stands out above anything else and that is customer experience (CX). The leaders that are standing out ...

What would you ask your best customer if you could sit down to have a coffee with her? If your aim is to improve the relationship, your best bet would be to talk about her experience with your company ...

A view of the Adobe activation during the 2025 Sundance Film Festival on Jan. 26, 2025 in Park City, Utah. (Photo by Maya Dehlin Spach/Getty Images) This time of year tends to get busy for everyone, ...

MORRISTOWN, N.J.--(BUSINESS WIRE)--Avaya, a global leader in customer experience and communications solutions, today expanded its commitment to the Avaya Experience Platform™, committing to a single, ...

Zaelab, a leading consultancy of business-to-business ("B2B") digital transformation, today announced executive appointments that strengthen the firm's leadership team as it expands its focus on ...

Amandeep Singh Kochar has been appointed as Executive Vice President – Experience Strategy & Martech Head at Havas CX India, the specialised customer experience vertical of Havas India. In his new ...

Ecommerce sales are expected to hit $6.3 trillion in 2024 and continue to grow steadily through 2027, according to eMarketer research. Despite this macro growth, ecommerce site abandonment remains a ...