Articles
A CX vision should be authentic, inspiring and mobilizing, breaking down a brand promise into ownable attributes and a picture of what could be.
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The Great Recession can teach us how to prioritize efforts by looking at companies that balanced defense with offense to pivot and respond to market forces.
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Realigning a business to be customer-centric relies on changing your workplace across three broad areas: culture, operations and technology.
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The first in a three-part series looking at how companies realign themselves when transforming into customer experience focused organization.
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I love customers — but it wasn't always that way. Here's how I became a customer superfan.
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By fixating on the customer and using technology to turn big data into impactful decisions, companies will see increases in brand loyalty and profitability.
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As customer-minded companies gain ground, it’s more important than ever for companies of all sizes to understand the Customer (with a capital ‘C’).
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CMOs who succeed today have data in their veins, experience in their soul and customers in their heart.
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Humility means listening to and acting on the needs of your customers.
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Customer advisory councils deliver the most value for the time and resources invested.
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Three distinct functions need to work in conjunction to create customer centricity. Learn how to overcome some of the collaboration challenges
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SAP Hybris president Carsten Thoma is leaving the company after a 20-year reign. What does that mean for customers?
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