Results agility means shifting the focus from activity to outcome. In this example, the better measure might be first-contact ...

Telecom customer experience has evolved from basic metrics to real-time, data-driven, personalized engagement, creating new ...

Steps CMOs can take to become more successful in delivering customer experiences that add value for both the customer and the organization. CMOs want to make CX investments that will drive the most ...

When customer experience runs on a single metric, the business flies blind. Here’s how top performers see the whole picture.

L-R: Kathleen Lucente, Jared Knisley, Jerry Ramos, Jessica Hawthorne-Castro, Kent Lewis, Peter Abualzolof The Business Journals Leadership Trust By Business Journals Leadership Trust Expert Panel® ...

Customer experience (CX) is a critical function for any SaaS business. But all too often, CX teams are left to fend for themselves when it comes to tracking critical metrics across the customer base.

This guide was reviewed by a Business News Daily editor to ensure it provides comprehensive and accurate information to aid your buying decision. Customer relationship management (CRM) software is an ...

The Fast Company Executive Board is a private, fee-based network of influential leaders, experts, executives, and entrepreneurs who share their insights with our audience. BY Fast Company Executive ...

When customer experience (CX) is uncoordinated with marketing efforts, customer trust erodes. If loyalty and customer-relationship leaders are to drive retention and growth, they must act to align CX ...