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, ...

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 ...

A great VoC program looks beyond the happiest and angriest customers to dig into what a business’ audience truly wants, ...

Every company is in the business of customer service. It doesn’t matter if you work in construction, marketing, or hospitality–at the end of the day, you need to put the customer experience (CX) first ...

When we talk to organizations about customer experience (CX) or about CX tooling, we often get the reaction that they are already working on this or that they’re quite ‘good’ when it comes to it. They ...

A pivotal transformation point has arrived for the utility and energy industries as the global emphasis on reducing carbon emissions and prioritizing renewables continues. Yet, despite large ...

By Ken Ewell, Chief Customer Officer, Momentive 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 ...

Ford is turning to its softer side to improve the customer experience, or CX. Ford this spring is rolling out an airline-style rewards points program and is training call center reps to be friendlier ...

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 ...