Many organizations invest heavily in tracking and improving the customer journey to support customer satisfaction (CSAT) and Net Promoter Scores (NPS), but they still struggle to make a measurable ...

Learn how to successfully implement a new CX framework to consolidate and analyze experience management data and drive smarter business decisions. The right customer experience framework can make it ...

Oracle's Rob Pinkerton discusses how to harness AI agents to avoid blind spots in data and processes, build a cohesive ...

Kyndryl, a leading provider of mission-critical enterprise technology services, today unveiled new advisory and ...

A framework is a basic conceptual structure or skeletal; openwork; or structural frame of ideas; a process, an organization, etc. So how can a framework be useful in facilitating an excellent customer ...

The value of humans. Human interaction is crucial for nuanced or complex customer needs, and it builds deeper emotional connections with brands. Blending human and machine. The key to great customer ...

In this seminar, Bernd Schmitt introduces the five-step Customer Experience Management (CEM) framework, a comprehensive tool for managing the customer experience and connecting with customers at every ...

How organizations with complex consumer databases and multiple touch points can improve customer retention and increase sales by developing an internal framework dedicated to enhancing the overall ...

Ask a Chief Customer Officer and a CMO what their strategies are and you will often get very different answers. Marketing and ...

SourceCX, a division of Sourcefit specializing in fully managed, modern outsourced customer support services, has been ...

A great customer experience depends on great employees. More than almost any other topic, as a customer service consultant and customer service trainer, I get asked for my thoughts on this key element ...

I’m going to get grief for this, but many (if not most) customer experience specialists are really just website designers. There’s nothing wrong with being a website designer. But designing a website ...