*We’ve all heard it: “The customer is always right.” But in reality, how many businesses actually live by this principle? In the age of digital disruption, the companies that thrive aren’t just the ...

There are simple ways to being customer-centric, but the tangent must be drawn from the key vision, goals and values of the company. In my past 24 years, I have had the privilege of working in various ...

As customer expectations grow, retail organizations must rethink what strategies and tools they use to optimize the overall customer experience. Customer experience (CX) can make or break a retail ...

AI-driven customer centricity is built on a continuously learning system that interprets behaviour, identifies intent, and ...

Customer centricity eased its way into business vernacular not long ago. It means different things for different brands. Ultimately, it’s about ensuring your customer and their voice have a seat at ...

During periods of inflation and economic downturn, such as what we’re experiencing currently, business leaders tend to develop conservative mindsets. There is a common, natural mindset that people ...

Traditionally, sales and finance have operated in silos, with very different objectives. While sales teams have focused on finding customers and selling products, finance teams have focused on ...

Customer experience has become a key focus for companies in every industry. Business leaders understand that there’s long-term value in being customer-obsessed—and significant risk in failing to be.

The problem with "ready, aim, fire" is the "aim" part. In the world of customer experience (CX), collecting customer data is like being "ready." Collected data is the starting point for any CX program ...

Today’s consumers are asked to rate their experiences multiple times per day. You can hit a smiley face if the airport bathroom is clean and, if not, a frowny face. You’re encouraged to rate the ...