Annette Franz, CCXP, is founder and CEO of CX Journey Inc., a customer experience consultancy; she's a coach, keynote speaker, and author. The customer success profession was born in 1996, when ...

Litha Ramirez, executive director of the Experience Strategy and Design Group at SPR and other CX experts share their thoughts on the advantages of CX design. In an effort to provide a consistent, ...

With competitive pressures mounting and customer expectations continually rising, organizations are under constant pressure to provide personalized and seamless experiences to their customers across ...

Michael Goshka is CEO of Planfix, a SaaS platform that cuts costs, reduces errors and automates workflows for smarter business operations. I still remember the early days of launching my startup. My ...

The post-pandemic consumer health market has been impacted by significant changes. These are partially induced by short-term macro pressures around inflation, the global cost-of-living crisis and ...

Is your iBeacon stuck behind your Big Iron? The customer experience industry is full of terms and concepts that can be difficult to decipher. With customer experience becoming such an important part ...

Ask any enterprise software vendor about "customer success" - they'll give you some good talking points. Monitoring software adoption and managing churn is the starting point, but let's face it: ...

Discover how a service-oriented approach and attention to detail can drive long-term success in real estate and other industries. Adopting a customer-centric approach is essential for cultivating ...

Customer retention has never been more important to an organization’s bottom line, but achieving it means doubling down on the connection between employees and customers. Here’s why it works, and how ...

Too many leaders try to make their business grow by chasing more customer transactions, rather than enhancing customer experience and advocacy. This growth-at-all-costs approach can actually come at ...