With many companies still grappling with what it means to be truly customer centric, others are turning it into an art
A new breed of corporate executive, some chief customer success officers are taking a seat at the top table while others fight to be heard
Long-term proactive engagement with customers to drive value from products and services will result in a healthy bottom line, but requires buy-in to make the required culture change
Finding the best way of assessing customer experience is a fundamental building block of a successful business, but can be easier said than done
An evermore discerning customer demands greater personalisation and will engage with those brands that can create a truly bespoke experience, but how can this be taken to the next level?
‘A digital-only experience ducks the fundamental need for people to interact with well-trained staff’
Exploring how one shopper of the future goes about her day reveals exciting possibilities for what’s in store for omni-channel retailing
Organisations are adopting new ways of meeting increasing customer expectations while looking after their staff