Customer journeys are all about defining the moments that matter most. One CX team shares their thoughts on this practice. Most organizations say planning for new customer journeys is their number 1 ...

Although many companies are still struggling to define and measure customer experience (CX), those that spread responsibility for CX across the organization, as well as concentrate on measuring ...

A customer service goal is a target that enables your company to measure its progress toward a long-term objective of achieving the highest level of customer satisfaction. You can use customer service ...

There's nothing more important than customer success in today's digitally connected economy - but how are you defining it? At diginomica, one of our pet peeves is the mischaracterization of customer ...

• The way your company treats the people (employees, vendors, subcontractors) whose job it is to take care of these customers. The only thing left to add to this definition is that the measure of your ...

A great customer experience drives value for your customers—something you and your customers benefit from. Yet getting the customer journey and overall experience right is a tricky puzzle to solve for ...

Companies must consistently demonstrate relevance to earn the right to future business. To earn trust, companies must be able to deliver value at the speed of need. By delivering value at the moment ...

The most advanced organizations are using adversarial simulation to stress-test AI against edge cases, confusion, and hostile ...

91% of enterprises have adopted or have plans to adopt a digital-first strategy. Of these enterprises, 48% already have a digital-first approach in place. Creating better customer experiences (67%), ...

While I get set to release my newest book -- about a month from now -- I'm going to run some excerpts (maybe) and some awesome guest posts (definitely). That way, those of you starved for knowledge, ...

Why is it so hard for government agencies to identify and define their customer? Comments by attendees at three recent national conferences, here and abroad, confirm that government reengineers are no ...