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

Author's note: Sometimes the most helpful books on customer experience don't have the word "customer" in the title at all. I picked this classic up at my local library over the holidays and liked it so much that I decided to jot down some thoughts on why others in the experience management world might find the book useful, too. Metrics and measurements are a core competency for credentialed customer experience leaders. Companies need good statistics, experience data, and oper

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