When customer experience falls apart, most organizations jump into action. They tweak the app. Rewrite scripts. Train agents. Launch a journey map sprint. And while those things aren’t wrong, they ...

Senior executives continue to make significant investments in customer relationship management (CRM) systems, as they face their most pressing management challenge – improving customer loyalty and ...

Despite its central importance to the success of every business, customer experience is rarely implemented as effectively as it could be by leadership teams. This happens because customer experience ...

Echopass – Enterprise organizations often think of customer service as an unavoidable fact of business, a necessary expense. Rethink customer service, however, and it can become a strategic weapon ...

Imagine walking into a meeting room, confident that every discussion, every point raised, and every decision made is seamlessly aligned with your boss’s vision. How is that possible, you ask? Welcome ...

Is your organization about fun? How often do your customers giggle? How much of your business strategy is about funniness—not just entertainment, but customer experiences made joyful by design? What ...

Tech Leaders: 5 Steps to Ensure Superior Alignment With Your Business and IT Strategies Your email has been sent Businesses are facing high competition and ever-changing market dynamics such as ...

Dax Grant is the CEO of Global Transform and an authority on C-suite leadership. Global 100 CIO, 100 Women to Watch, CREA Global Award List. In a business landscape increasingly defined by rapid ...

Bikky, a customer data platform built exclusively for restaurants, announced its partnership with Blaze Pizza, a leading fast ...

Editor's note: This is a repost of an earlier article, with video added in this version. At this point in the year, most businesses have set their goals, are putting final touches on their strategic ...

Sutter Health's CFO shares how strategic alignment, capital discipline, and a people-first approach are guiding the system through industry disruption and long-term transformation. When Jonathan Ma ...