Today’s interview is something different. Last week I was in Pretoria, South Africa, where I was speaking at the Customer Experience Innovation and Tech Fest conference. […]
In a November 2017 interview with Mad Money’s Jim Cramer, Salesforce.com CEO Marc Benioff declared that “Loyalty is dead.” At the time, that comment caused a […]
Recently, I was invited to participate in a webinar discussing the role of emotions in customer experience. During the discussion, I made the point that while […]