An executive recently asked me, what’s the biggest mistake leaders make when rolling out a customer experience strategy? My answer was simple. Most leaders think about the customer first.

DIfferentiation beyond AI is essential when companies have access to the same platforms. Leveraging employees in the customer ...

As trust erodes and AI accelerates, Experience 5.0 emerges as the framework connecting technology, ethics and human value.

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 ...

One-size-fits-all customer experience playbooks don’t exist — and for good reason. Every business has distinct customers with distinct feelings, needs and preferences. It’s up to you to define what ...

Real-time insights advance tribal services impacting healthcare, hospitality, wellness, and cultural programs Medallia, Inc., the global leader in customer and employee experience, and the Choctaw ...