Customer experience is a global principle. Although it might look different in each location, the concept is always the same: customers want to be valued and should be central to a brand. These 25 ...

Forbes contributors publish independent expert analyses and insights. I am a Customer Experience Futurist, Author and Keynote Speaker. Nearly every aspect of life today is dramatically different than ...

Customer experience shapes brand perception and loyalty, but gaps prevent many organizations from optimizing performance ...

Even with best of intentions, fragmented data can cause personalized marketing programs to seriously strain—or even end—customer relationships. While many of us marketers talk about our intentions, ...

Cutting customer experience favors short-term expense savings over longer term revenue gains. A recent article in the New York Times highlighted a concerning byproduct of the current inflation scare: ...

Customer service and customer experience (often referred to as CX) are two important terms that business owners and brands need to understand in order to thrive in today's competitive marketplace.

A customer experience journey map, or customer experience map, illustrates all of the touchpoints a customer has with a brand as they weave through the marketing funnel across all of the brand’s ...

Are you missing a big opportunity to wow your customers? Every point of contact in a customer interaction is important. It is an opportunity to strengthen your relationship and impress your customers.