One task, many teams. A single customer journey often spans multiple departments, exposing weak links across channels. Friction by design. Some customer struggles are intentional and necessary, but ...

“Consumers have more information about products and more products to choose from than ever before. They have more ways to shop… and they are bombarded with messages pitched through a growing number of ...

Apple launched the iPod in 2001 with the mission of “putting 1,000 songs in your pocket.” Fast forward two decades, and L’Oreal is taking a step toward transforming cosmetics by enabling women to ...

The art of crafting analytics dashboards goes far beyond displaying metrics on a screen. For marketing managers responsible for customer experience, these dashboards become the primary vehicle for ...

Within a year, the airline was No. 1 in punctuality. The company went from losing millions to making millions. In 1983, Air Transport World named SAS Airline of the Year. All of this is because of a ...

The customer journey mapping software market demonstrated strong growth momentum with a valuation of USD 1.2 billion in 2024, reflecting rising enterprise investments in customer experience ...

With more than 26 years of experience leading some of the world’s most progressive and fastest-growing agencies, I can confidently say the marketers' holy grail continues to be customer connectivity.

Inclusive customer service goes beyond good service—it treats all customers equitably, removing barriers that may hinder their access to goods, services, and facilities. This article provides insights ...

Customer retention has never been more important to an organization’s bottom line, but achieving it means doubling down on the connection between employees and customers. Here’s why it works, and how ...

Everyone’s been there — you try your mightiest to get the machine on the other end of the phone to understand what you need, until you give in to frustration and just begin to scream “representative.” ...

The current CRM scene keeps advancing at a rapid pace, with innovative companies now leaning toward options combining ...

Over the course of its 80-year history, Fender has acquired “legendary” status. The guitar maker has become a household name and built a loyal, passionate fan base along the way. But with such an ...