Thought Leaders

We are at a watershed moment in retail, consumer goods, manufacturing, travel and hospitality, and any business that thrives on...

Customer service is an important part of not only the customer experience but also the success of a business. Get...

SRM is a leading advisory business with a focus on financial services operating across Northern America and in Europe. I’m proud...

A customer experience leader’s role is often tied to collecting, analyzing and acting upon customer feedback. Many leaders are tasked with...

Innovation is essential, but it’s also really hard. The unfortunate truth is that there are more failures than successes in...

Is the level of experience your customers receive is dependent on which employee they encounter? Are there certain employees on...

We know that the customer experience is important to the success of any organization. Customers are king, and they vote...

A couple of weeks ago, Facebook CEO Mark Zuckerberg announced his company is changing its name to Meta. The rebrand has been...

It’s that time of the year again when folks are looking for predictions about what customer experience will look like...

Creating customer personas is an important part of any customer journey mapping exercise or really any customer experience management program....