AI-driven customer centricity is built on a continuously learning system that interprets behaviour, identifies intent, and ...

The customer success (CS) team is increasingly the custodian of the post-purchase CX. Here’s how to make modern CS teams succeed. If customer experience (CX) is the cornerstone of B2B business ...

Over the past two decades, customer experience (CX) has evolved from a novel concept to a core organizational function. Once a rallying cry for putting the customer at the center of business strategy, ...

Lowe's transformation from basic SMS notifications to Rich Communication Services demonstrates how retail giants can leverage messaging technology to reduce operational costs while improving customer ...

There is no customer strategy without human connections. Your business relationships with customers are vital to near-term success and future growth. Despite this, we often see companies (including ...

As supply chain management increasingly integrates advanced technologies and data-driven decision-making, customer fulfillment leaders are transitioning from traditional operational roles to strategic ...

As the complexity of doing business around the globe increases and businesses prioritize a sharp focus on what they know, I anticipate that one of 2024’s biggest overall trends will be a surge in ...

Senior executives continue to make significant investments in customer relationship management (CRM) systems, as they face their most pressing management challenge – improving customer loyalty and ...

For too long, customer success has been viewed as a role for individuals with excellent people skills or a background in traditional account management. While these traits are valuable, they represent ...

Echopass – Enterprise organizations often think of customer service as an unavoidable fact of business, a necessary expense. Rethink customer service, however, and it can become a strategic weapon ...

Our industry stands at a critical crossroads in the rapidly evolving mortgage technology landscape. For decades, customer service teams have been relegated to roles as reactive problem solvers and ...

Coupang's continuous increase in active customers and stable revenue growth rates indicate significant growth potential. As Coupang's EBITDA margins improve towards a 10% target, it could achieve ...