Know the definition of customer experience insanity? It was Albert Einstein who said: the definition of insanity is doing something over and over again and expecting a different result. Sadly, this is ...

Customer support today has outgrown its traditional role, emerging as a key aspect of the overall customer experience (CX). This vital touchpoint between businesses and their customers is instrumental ...

Significant changes are happening in the digital employee experience space, including to the definition of DEX itself. Digital employee experience is gaining mindshare and traction in organizations ...

Customer experience is all about customers, but it’s backed up by numbers. Metrics showcase the progress of customer experience initiatives and pinpoint areas for improvement. KPIs are also often ...

If your customers were asked about the quality of your customer service, what would they say? Would they respond that your business offers superior customer value and superior customer support? The ...

The quality of the encounters that customers have with a vendor, whether online, on the phone or in person. Needless to say, if the customer experience (CX) is good, customers are likely to purchase ...

Customer service and customer experience (often referred to as CX) are two important terms that business owners and brands need to understand in order to thrive in today's competitive marketplace.

Customer experience champions often face an uphill battle trying to start new initiatives or change their company’s mindset. It often isn’t as easy to see the value of customer experience as it is to ...

Measuring customer satisfaction in consumer markets is relatively straightforward. Many buyers are only too willing to offer star ratings, share their opinions on social media and respond to ...

Thad is a well-known, increasingly desired, highly valued, proven narrator, bringing with him the unique ability to convert your profit-based story into a positive results orientated marketing ...

Greetings from Williamsburg, Va., an outpost on the new frontier called the experience economy. Well, maybe not so new. John D. Rockefeller Jr., the only son of Senior, who was, of course, the founder ...