Customer experience leaders rarely have authority over everything that touches a customer — and that hinders their ability to operate. "There is nothing more difficult to take in hand, more perilous ...

When customer experience falls apart, most organizations jump into action. They tweak the app. Rewrite scripts. Train agents. Launch a journey map sprint. And while those things aren’t wrong, they ...

Customer experience has undergone a dramatic transformation over the past four years. Beginning as a new software category promising to help companies delight, convert and retain customers to where it ...

Customer Alignment: The value-producing synergy between your company and your customers. Are you missing any of these four distinct opportunities for increasing Customer Alignment, and limiting your ...

This year’s SiriusDecisions Summit in Austin put a bright spotlight on the importance of cross-organizational alignment to drive a customer-obsessed revenue engine. According to analysts, the ...

Senior executives continue to make significant investments in customer relationship management (CRM) systems, as they face their most pressing management challenge – improving customer loyalty and ...

Let’s think through a hypothetical purchase journey. An individual is in the market for an air purifier, and she starts off by searching for [best air purifiers] in Google. Your ad shows up in results ...

If you read an article that claimed a majority of business leaders believed that their sales and marketing teams are aligned, how would you react? Would you laugh at the outrageous optimism? Would you ...

B2B customers don't want to be surprised. They want clarity. They want expectations met. And they want results they can count on. Consider when a B2B marketer reaches out to customers in the middle of ...