Abbott and Alderson first introduced the concept of customer experience in the 1950s, and since then, many numerous models, articles and numerous scientific titles have been published. Creating a ...

No longer nice-to-haves, CRM systems today are essential tools helping organizations create the high-touch, personalized interactions their customers demand. While most people equate customer ...

Marketing "is the whole business seen...from the customer's point of view," the legendary management consultant Peter Drucker wrote in his The Practice of Management. Drucker also noted that profit is ...

Forbes contributors publish independent expert analyses and insights. I am a Customer Experience Futurist, Author and Keynote Speaker. Delivering an amazing customer experience starts at the top with ...

As a veteran of the IT industry, I’ve seen several “next big things” come and go. Some trends, such as cloud computing and AI, successfully made the leap from hype to reality. Many others—remember ...