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.

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 ...

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

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

It’s time to roll up your sleeves and reshape the ecommerce customer experience with these seven ecommerce customer experience strategies. Collaborating with a branding and content design agency can ...

Not that I achieve it 100 percent of the time–a tall order for any business owner–but one of my core business goals has always been to provide a great customer experience. The kind of experience that ...

The path to growth for financial advisory firms is multifaceted. It requires a keen understanding of the shifting demographic landscape, a balanced focus on client acquisition and retention, and a ...

We're currently living in an age of information overload. As much as we want to move past it, our behaviours and interactions with digital technologies fundamentally changed throughout Covid. We’ve ...

Today’s legal clients expect more transparency, responsiveness, and value at every stage of their journey. The firms that thrive are those that treat client experience as a measurable, strategic ...

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

More than a high-speed automation tool, artificial intelligence is becoming a safe testing ground where brands can rehearse ...

Amandeep Singh Kochar has been appointed as Executive Vice President – Experience Strategy & Martech Head at Havas CX India, the specialised customer experience vertical of Havas India. In his new ...