As we emerge from the pandemic into a geopolitical crisis that is fueling inflation and shortages worldwide, the economic and competitive environment will become increasingly challenging […]
In recent months, I’ve been talking to several senior leaders about how to design your customer experience (CX) strategy in 2021. Some of the issues they […]
Many customer experience (CX) initiatives and projects are currently failing to meet the expectations of both customers and businesses. That’s not news. What is new, however, […]