The CX discipline is growing up — shifting from adolescence to college years, where clarity, accountability and measurable business impact matter most. A couple of years ago I wrote that the CX ...

PLEASANTON, Calif.--(BUSINESS WIRE)--Medallia, Inc., the global leader in customer and employee experience, and Higher Oak, an experience management consultancy, today announced that they are working ...

A view of the Department of Agriculture headquarters on Feb. 9, 2024, in Washington, D.C. (Photo by J. David Ake/Getty Images) The U.S. Department of Agriculture Digital Service is teaming with the ...

TOKYO--(BUSINESS WIRE)--Service Management Group (SMG), a global customer experience, employee experience and brand research partner to more than 500 brands, has been hired by YUKAI Resort to identify ...

In 2024, customer experience (CX) hit a breaking point. CX quality reached an all-time low, and consumers made it clear they expect more. As expectations continue to rise, businesses are under ...

When reviewing job growth and salary information, it’s important to remember that actual numbers can vary due to many different factors—like years of experience in the role, industry of employment, ...

New approach focuses on fixing the operational and technology failures that cause customer dissatisfaction You don’t ...

Forbes contributors publish independent expert analyses and insights. I explore personal branding and storytelling in the digital age. Jun 04, 2024, 12:00pm EDT Transform your customer interactions ...

Over the past few years, customer-focused decision making has become the gold standard for businesses. It makes sense: Customers have more options, higher expectations for service and more access to ...

We all know good customer experience when we see it. For life insurance and annuity carriers, however, it is often hard to define and measure good customer experience. A new report by LIMRA and NEOS, ...