What keeps marketing teams from reaching for the stars and succeeding? Common culprits include a lack...

Customers expect more from brands when it comes to convenience, resolution times, and agent expertise....

Utilities leader Nuon (Vattenfall) switched their marketing strategy from channel vision to one-to-one...

Field service management teams want to keep costs down, while improving their customer service relationships. This...

Frost and Sullivan recently conducted a survey of almost 500 senior customer experience (CX) executives...

An easy customer experience is the hallmark of today's most successful support organisations. That's...

Organizations like Microsoft, Amazon, and Google are turning to experimentation to relentlessly pursue...

Dark social is a significant and growing challenge that marketers need to take seriously. There is a...

You have bold ambitions for your sales team. You want to—and need to—reinvent productivity. But the...

Your customers have a strong opinion of what makes a company customer-centric. Customer service organizations...

Today, most organizations have a customer experience strategy (96%), but recent Avanade research shows...

Business-to-business (B2B) manufacturers today are facing greater demand for frictionless buying experiences....

To build and deliver products that customers love, product teams at leading enterprises such as Uber,...

In order to come out on top in the marketing world, you must structure for customer centricity. But how...