Customer Experience

Last week, I wrote about the RICE Scoring Model, a method used to prioritize initiatives and make smarter decisions. I also...

Cross-functional leadership is a key factor in leading any customer experience program. This often means creating a team of leaders...

Branded customer communities have been around for years now, helping to connect customers and creating a direct line into customer...

Retailer Toys “R” Us has traditionally anchored its business on experiential brick-and-mortar stores, but five years ago, the company embarked...

Customers get angry for many reasons. Like when they are facing unexpected costs or when their product breaks within a...

Consumer spending is the engine of the economy, accounting for about two-thirds of economic activity and underpinning the roadmap for...

Repeat any word or phrase enough, and it can lose all meaning. For many years, the term “digital transformation” has...

Singapore-based super app company Grab’s success story is perhaps one of the most impressive out there. Though it started out...

The key to building long-term customer loyalty is not through chasing price or luring new customers with discounts, rather it...

eCommerce brands are using Instagram to reach new customers, grow their audience, and engage with existing customers. In fact, did...