Your frontline teams are your brand. They influence satisfaction more than any marketing campaign ever will. But they can't ...

Customer experience, or CX, has always been not only a focus of much corporate attention but also the differentiating factor of most successful organizations. What has changed in recent years is the ...

It’s everywhere. Load up your LinkedIn feed or any news source, and there are people around the globe waxing lyrical about the same thing: The global workforce is undergoing significant change, and ...

As companies continue to figure out the best ways to meet consumers’ evolving demands and expectations, customer service has become a focal point of supply chain operations. Technological innovations ...

According to the 2023 Gartner Supply Chain Technology User Wants and Needs Survey, customer service and experience (CX) is one of the top three most frequently selected business priorities for ...

Annette Franz, CCXP, is founder and CEO of CX Journey Inc., a customer experience consultancy; she's a coach, keynote speaker, and author. I spend a lot of time talking to leaders about the value of a ...

Editor’s note: Leadership Lens, appearing online at scmr.com on the second Tuesday of each month, offers insight into leadership issues and how to address them. If you are interested in future topics, ...

Bjoern Neal Kirchner from Henkel (left) and Anouk Schoenmakers from Bluecrux (right). Photo Credit: BizClik Media More than two years ago, Henkel’s (Düsseldorf, Germany) Adhesive Technologies business ...