Tag: Customer Experience

For context and based on requests, I’m in the process of presenting key concepts from my ten McGraw-Hill customer experience ...

The term "governance" might feel out of place in the context of customer experience innovation. In fact, to some, creating ...

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 ...

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 ...

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. ...

Companies that invest in customer experience typically see a return on their investment. Customer experience is about more than just ...