


When you think about innovation and growth in the future, what’s your role as a leader? Are there steps you need to...
Read More Can agents get work done between customer contacts?I know, I know. It’s busy out there. The demand for agent-assisted service is relentless (wasn’t that AI-driven chatbot going...
Read More 6 Traits of a Customer-Focused CultureI recall a new restaurant with great food and impeccable service that quickly built a following. Referrals spread rapidly, reviews...
Read MoreAAA • American Express • Apple • AT&T • Blue Cross Blue Shield • CBR • Consumer Electronics Association (CEA) • Cisco Systems • Coca Cola • Commonwealth of Australia (Australia) • Daimler Chrysler Dell • Department of Defense (U.S.) • Duke Power • Federal Trade Commission • Ford • HP (U.S., Netherlands, etc.) • Humana • IKEA (Norway) • Intuit • Mead Johnson Nutritionals • Met Life • Microsoft • SEE MORE >
The mandate to get customer experience right is real and urgent. Leading the Customer Experience is a guide to shaping experiences that win loyalty and deliver outstanding business results. It provides a bold, step-by-step approach that will get you and your team pointed in the right direction. And equipped to make sound decisions along the way.