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, ...

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 to chart a course for where they want their ...

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 ...

Every retail operator is aware that the experience a customer has with their brand affects the likelihood that they will be a repeat customer. Many would argue this is a major aspect of developing ...

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 ...

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 ...

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 ...