Litha Ramirez, executive director of the Experience Strategy and Design Group at SPR and other CX experts share their thoughts on the advantages of CX design. In an effort to provide a consistent, ...

The post-pandemic consumer health market has been impacted by significant changes. These are partially induced by short-term macro pressures around inflation, the global cost-of-living crisis and ...

Customer surveys are great, but are you asking the right questions at the right time? Rhetorical questions. We get them all the time. They usually seek some sort of answer based off of generalized ...

Agentic AI is helping organizations completely reimagine core banking processes and operations from the customer perspective, ...

Annette Franz, CCXP, is founder and CEO of CX Journey Inc., a customer experience consultancy; she's a coach, keynote speaker, and author. The customer success profession was born in 1996, when ...

Marketing isn’t the way it used to be. While marketing tactics once relied on cold calls and not-so-subtle persuasion to achieve success, that’s no longer the case. Nowadays, consumers are less ...

Is your iBeacon stuck behind your Big Iron? The customer experience industry is full of terms and concepts that can be difficult to decipher. With customer experience becoming such an important part ...

Michael Goshka is CEO of Planfix, a SaaS platform that cuts costs, reduces errors and automates workflows for smarter business operations. I still remember the early days of launching my startup. My ...

Discover how a service-oriented approach and attention to detail can drive long-term success in real estate and other industries. Adopting a customer-centric approach is essential for cultivating ...

Customer retention has never been more important to an organization’s bottom line, but achieving it means doubling down on the connection between employees and customers. Here’s why it works, and how ...