Customer experience (CX) programs that have been running for several years are often in a Catch-22: the program has lost buy-in because it is not perceived to produce actionable insights; however, ...

By Ken Ewell, Chief Customer Officer, Momentive For most organizations, CX is a strategic asset, and yet so many Chief Customer Officers like myself struggle to understand where they stand today and ...

Eighty-nine percent of customers say they would become loyal, repeat customers after experiencing a positive client experience (CX). Yet, many business leaders still ask, “Is developing a CX program ...

In the world of seemingly identical customer experience (CX) programs, differentiation is the unsung hero that can set your company apart from the competition. Kantar asserts in its company blog that ...

Every retail operator is aware that the experience a customer has with their brand affects the likelihood that they will be a repeat customer. Many would argue this is a major aspect of developing ...

In today’s competitive legal market, having a robust Client Experience (“CX”) program can be an important tool in the client retention and business development toolbox. The hybrid workplace may have ...

Establishing a customer experience (CX) program’s ROI is one of the greatest challenges that CX practitioners and the organizations they serve face in the modern experience landscape. Across all ...

Getting to the top of your industry is no easy task, but staying there is a whole different ballgame. Those at the top do, however, have one thing in common: They understand the value of a winning ...

Every company is in the business of customer service. It doesn’t matter if you work in construction, marketing, or hospitality–at the end of the day, you need to put the customer experience (CX) first ...