CX is in danger of becoming corporate theater. Here's what went wrong—and what CX leaders must do to get it back on track.

Organizations that treat data integration as a strategic business imperative, not just a technical challenge, will be the ...

Customer service is all about managing emotions. Whether a caller needs help fixing a product or taking care of a task right before the holidays, the customer has come to your team for help. How ...

Conga's CCO Chris Bishop answered a series of questions that included how B2B businesses can optimize revenue operations.

The strategic importance of customer fulfillment cannot be overstated. By focusing on building a robust stakeholder network, customer fulfillment leaders can transform their function from a tactical ...

Capturing Value Through Customer Strategy. We believe companies can capture value from customer alignment if they focus on performing five basic things well (See Exhibit 1): ...

The Gist. Building a customer centric strategy. Beyond collaboration, compromise is key to achieving customer-centricity and cross-organizational unity. Awareness precedes compromise. Recognizing ...

Nearly three-quarters of B2B revenue comes from existing customers. Here's advice on how to keep the accounts you already ...

The Transition from Customer Service to Strategic Sales. Randy Nasson April 20, 2016. ... Making the transition from service and support to strategic sales and solving the age-old problem of low ...

These leading American financial institutions excel at keeping customers satisfied and loyal through service, trust-building ...

Business Strategic problem-solving: How a technical advisor is redefining customer solutions. Effective customer solutions have emerged as a critical determinant of success for businesses worldwide ...

In times as challenging as the ones we face today, small business owners need to up their marketing game. There are many ways to do this, ranging from automated digital strategies to the ...