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 ...

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

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 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 ...

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 ...

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 ...

This story was originally published on CX Dive. To receive daily news and insights, subscribe to our free daily CX Dive newsletter. The customer experience practice is facing fresh headwinds and ...

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 ...