Customer experience (CX) programs that have been running for several years are often in a Catch-22: the program has lost buy-in because it is not perceived to produce actionable insights; however, ...

In the world of seemingly identical customer experience (CX) programs, differentiation is the unsung hero that can set your company apart from the competition. Kantar asserts in its company blog that ...

By Ken Ewell, Chief Customer Officer, Momentive For most organizations, CX is a strategic asset, and yet so many Chief Customer Officers like myself struggle to understand where they stand today and ...

CEO at Alchemer. I have a passion for creating customer-centric cultures, which began as a founding member of Accenture’s CRM Practice. Businesses succeed or fail based on their ability to engage and ...

There are several agencies making major strides in the CX space and other agencies could learn a thing or two from their CX programs. Customer experience is a federal priority. Policies like the ...