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.

For a long time, growth followed a predictable path: expand distribution, optimize pricing and launch new versions of ...

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 ...

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

As a whole, the healthcare industry is making gains in patient experience. But that doesn’t mean health systems can rest on their laurels, according to Thomas Lee, MD, CMO of Press Ganey. “If you are ...

While most companies pointed to a lack of mandated policies or enforcement as a barrier to increasing in-office attendance, “more is needed than just policies,” according to a report. Although more ...

Real-time insights advance tribal services impacting healthcare, hospitality, wellness, and cultural programs Medallia, Inc., the global leader in customer and employee experience, and the Choctaw ...

Grambling State University in Louisiana is aiming to take a more holistic approach to technology leadership, starting with its top IT position. The university announced this month that it is replacing ...

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 ...