Blogs, books, and podcasts are great for staying sharp on the latest trends in customer experience (CX). But academic literature on...

Today's post is written by my friend and colleague, Karyn Furstman, CCXP. By Karyn Furstman, CCXP I asked my CX colleagues and...

CX is a mindset. Don't just bolt it on to your business. Bake it in. Most credentialed customer experience (CX) professionals know the...

Here’s the thing about customer experience wins in government: They’re rare. And when they do happen, they’re usually not as sexy as...

If you've ever had to wait in line to pay longer than you spent actually shopping in a store, then you know there are few, if any...

Suppliers play a vital role in creating experiences for citizens and customers of U.S. federal government agencies. Yet, the government...

This article originally appeared on The Future of Customer Engagement and Experience. Communication is fundamental to customer...

If you’re someone who bristles when they hear the term “influencer marketing” and the thought of collaborating with an influencer in your...

This article originally appeared on The Future of Customer Engagement and Experience . Mind-blowing. Eyebrow-raising. Staggering. No matter which word you use to describe it, there have been some remarkable COVID-19 e-commerce stats coming out recently in connection to the COVID19 pandemic. For example, some traditional brick-and-mortar retailers saw online orders go up by 42% in the U.S. and Canada in just a couple of weeks alone, according to this  article . There was a 218

Being proactive rather than reactive is usually how most business leaders, including customer experience (CX) leaders, prefer to work....

It’s safe to say that nobody wanted this to happen. Reacting to the COVID-19 global health crisis, companies are operating in crisis...

This post originally appeared on the Future of Customer Engagement and Experience Diversity and inclusiveness have been front-and-center...

It was the late-1990s. My then-boyfriend-now-husband and I popped into Radio Shack, an electronics store, to buy a small part for our...

The title of last week’s Government Accountability Office (GAO) report might fool you: IRS Successfully Implemented Tax Law Changes but...

This material was created in partnership with SAP and originally appeared on DigitalistMag.com , a website that was sunsetted by SAP. “Wait and see.” That phrase can be like a huge, red stoplight for businesses of all sizes when uncertainty looms. No matter if that uncertainty springs from the political landscape, like the upcoming 2020 U.S. presidential election, or company leadership is changing, or a merger is happening, companies often pause on making big decisions around