Picture a standout interaction you’ve had with a brand. Now think of a great relationship you’ve developed with a company over time. Finally, try to name a brand where every facet of the customer ...

Value stream alignment. Define value streams using the customer lifecycle to guide digital transformation and improve efficiency while prioritizing customer experience. Agile strategy approach. Use ...

The CX discipline is growing up — shifting from adolescence to college years, where clarity, accountability and measurable business impact matter most. A couple of years ago I wrote that the CX ...

Consumers are no longer influenced only by product features or pricing—they're increasingly swayed by the overall experience a brand provides, whether it's through customer service, product usability ...