Put yourself in your audience’s shoes and be brave enough to admit when something you thought was working just isn’t.

To translate insights into action, brands should establish cross-functional collaboration between data analysts, marketers ...

Close the loop with care. Deborah Bearden trains associates to respond meaningfully to customer feedback—no generic templates ...

The path of least resistance is always the one your customer will take. And if that path doesn’t lead through your business, ...

USPS Vice President for Customer Experience Marc McCrery said the agency is looking to switch its call center platform to a ...

The awards honor practitioners and vendors who exemplify the design and implementation of a superior customer experience strategy. SAN FRANCISCO — CMSWire, the world’s foremost publication covering ...

A better consumer experience has implications for clinical improvements, according to a new report from CVS Health. | A ...

About the interviewee Melissa Fellner is a global consumer marketing director, respiratory biologics, at AstraZeneca. She has more than 20 years of US and global experience in the areas of ...

MyRepublic, one of Asia-Pacific's leading digital-first telcos, announced the launch of Pocket Rocket Adventures, an industry-first initiative that introduces unique gamification mechanics into the ...

Digital transformation is fast-forwarded into 2025. Companies are no longer merely implementing technology to stay competitive; they are embracing it wholeheartedly to foster innovation, enhance ...

Then what about commerce? Do they control the experience journey while sales owns the transactional systems? In the decades-long game of corporate culture tug-of-war, not to mention our quest to “own” ...