Forrester research reinforces this: Its 2025 Customer Experience Index found that North American consumers’ perception of customer experience quality has declined for a fourth consecutive year, ...
When reviewing job growth and salary information, it’s important to remember that actual numbers can vary due to many different factors—like years of experience in the role, industry of employment, ...
Dr. Francis Goh has been an innovator and technical expert a strategist, board member, leadership mentor and sought after ...
Imagine it's lunchtime. There are half a dozen burger joints you could go to. Assuming prices and food quality are roughly the same at each place, how do you choose where to go? It's all about the ...
Traditional leadership models are breaking under the pace of change; LEAD and CORE offer a framework for resilient, adaptive ...
The shift to intelligent CX represents a fundamental evolution from viewing AI as a collection of tools to seeing it as the ...
The CX discipline is growing up — shifting from adolescence to college years, where clarity, accountability and measurable ...
As brands compete for increasingly price conscious consumers, customer experience (CX) has become a decisive differentiator.
Top-notch customer experience does not happen by accident. Rather, it requires a proper mix of strategy, people, culture change and technology over time to improve how people interact and engage with ...
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