Organizational success starts with being able to measure the right customer experience (CX) metrics. Identifying where and ...

Just ask their customers. Bain & Company once surveyed 362 companies, and 80% claimed they provided a “superior customer experience.” However, only 8% of their customers agreed. In this age of ...

Business owners across the globe are acquainted with the term’s customer experience and customer satisfaction. Both terms are widely used by most of the industries to evaluate their performances ...

Customer experience (CX) is the overall perception a customer has of a business, based on their interactions with the company ...

Ed McLaughlin, Mastercard's president and CTO, shares how the company uses cutting-edge technology and AI-powered ...

We list the best customer experience (CX) tools, to make it simple and easy to collect customer feedback to help provide ...

Featuring Elizabeth Buchanan, President of North America, NielsenIQ, and Alex Clemente, Managing Director at Harvard Business Review Analytic Services ...

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 ...

Customer support—be it one person at a small company or teams of people at multiple locations throughout the world representing a larger brand—is where “judgment day” occurs. A customer could be doing ...

The most recent Forrester Customer Experience Index is creating a lot of buzz in customer experience (CX) circles — but for all the wrong reasons. Despite companies’ increased investment in CX ...

We’ll explore why NPS is often misaligned with B2B needs and why B2B organizations need to look beyond NPS for a deeper ...

Organizations aim to empower stakeholders with generative capabilities that streamline workflows, transforming traditionally ...