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 ...

Companies underutilize Customer Success. "The Customer Success Talent Playbook" notes its growth from a support function to a ...

Prioritize customer needs. A customer-centric approach can help you use customer expectations to guide your CX decisions. Create a service strategy framework. Use AI-powered customer support to ...

The shift to intelligent CX represents a fundamental evolution from viewing AI as a collection of tools to seeing it as the ...

How many times have you heard the saying “put your customers first” in your life? Businesses that do this often have the winning card in a competitive game. In the software service sector, customers ...

Dr. Francis Goh has been an innovator and technical expert a strategist, board member, leadership mentor and sought after ...

A customer can be exposed to a brand through various touchpoints and channels depending on their individual journey and the brand's marketing strategies. For example, interaction with a brand’s ...

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 ...

Inbound customer campaign strategies focus on building relationships with potential and established customers. Relationships are built on honesty and respect. For an inbound marketing campaign to work ...

Hopefully, they will be your smaller customers, but you are going to lose some business every year. We all know that new customers can be hard to come by and are often costly to attract. That’s why it ...

A 2018 survey by Gladly found that 68 percent of customers say they’re willing to pay more for products and services from brands known for providing good customer service. Providing outstanding ...

Jason Swiech shares CDK’s 2025 F&I Shopper Study insights on improving satisfaction, trust, and engagement at dealerships.