Although the terms “customer loyalty” and “customer retention” are often used interchangeably, they actually refer to two different things. Although the terms “customer loyalty” and “customer ...

A positive customer experience is fundamental to the success of any business, including B2B organizations. Qualtrics research found bad customer service could cost more than $3.7 trillion globally.

Annette Franz, CCXP, is founder and CEO of CX Journey Inc., a customer experience consultancy; she's a coach, keynote speaker, and author. I spend a lot of time talking to leaders about the value of a ...

For companies, particularly smaller ones, ensuring every necessary action is taken to support customer experience and perform well can be a challenge. While generating profits is the primary objective ...

Throughout my career as a customer experience (CX) practitioner, I’ve seen brands make the same mistake time and again by believing that metrics alone improve customer experiences and loyalty. Too ...

Explore why approaching Customer Experience (CX) as a technology project leads to failure, and discover the importance of a ...