Recently, I had the privilege of reviewing Tiffani Bova's new book, "The Experience Mindset." In it, Bova links customer experience best practices with people, culture, processes and technology. She ...

A focus on transparency and automation, with live support for stressful situations, can help craft a great returns experience ...

A CX dashboard is a vital ingredient of any CX program. Adopting a CX dashboard can vastly improve engagement of staff and executive sponsorship. Identify your audience. Knowing what customer ...

ServiceNow, the market-leading enterprise productivity platform, wanted to revolutionise its marketing to create a connected customer experience that removed departmental silos and helped the business ...