When gathering customer feedback, asking misguided or poorly formulated questions can have serious negative repercussions. Today’s top companies rely heavily on human insight to guide their strategies ...

Now more than ever, the global pandemic has focused organizations on keeping existing customers happy, hoping loyal customers will help their businesses stay afloat during these challenging times.

Customer experience and digital transformation live at the intersection of technology, corporate culture, and organizational change. Although technology and data help us understand customers and ...