No one formula exists for designing a customer experience organization. Many considerations do, however. I’ve heard from countless CX executives, both seasoned and new, about how much more successful ...

Abbott and Alderson first introduced the concept of customer experience in the 1950s, and since then, many numerous models, articles and numerous scientific titles have been published. Creating a ...

Forbes contributors publish independent expert analyses and insights. I cover corporate culture, employee engagement, and leadership. Ask yourself a few questions about your organization: Do customers ...

Forbes contributors publish independent expert analyses and insights. Shep Hyken is a customer service/CX expert, author & keynote speaker. Customer service is not a department. It’s a philosophy that ...

Businesses are increasingly adopting customer-focused business processes to gain competitive advantage. Especially prevalent in industries where product offerings and price no longer provide ...

A genuine focus on the customer provides significant competitive advantage, especially when product offerings and price no longer offer the differentiation you need. Customer experience is the ...

The HBR Executive Playbook on building an organization where customer success is the foundation of long-term growth. by Rachel DuRose Customer-centric organizations follow a simple principle: ...

Yesterday we read about Paul Polman's push to make Unilever a customer-focused organization. This morning, Jay Galbraith, founder-president of Galbraith Management Consultants, says that making the ...

At some point, many leadership teams make a version of the same decision. The company is growing. Systems are getting more complex. Somewhere along the way, the customer has started to feel like a ...

NORTH PRARIE, Wisconsin — Zero Zone announced the launch of its new Services Division, a key milestone in its 5-year growth plan. This new division is focused on expanding service capabilities to ...

Alula announced the promotion of Matt Gehr to Vice President, Sales and a new customer-focused organization realignment to better serve its partners. Last October, Alula announced new partnerships ...