Customer experience leaders rarely have authority over everything that touches a customer — and that hinders their ability to operate. "There is nothing more difficult to take in hand, more perilous ...

Customer experience has undergone a dramatic transformation over the past four years. Beginning as a new software category promising to help companies delight, convert and retain customers to where it ...

This year’s SiriusDecisions Summit in Austin put a bright spotlight on the importance of cross-organizational alignment to drive a customer-obsessed revenue engine. According to analysts, the ...

I have been talking to CIOs for a long time about the importance of business intimacy and alignment. Today, the discussion is about a lot more than measuring internal stakeholder satisfaction. In fact ...

Customer Alignment: The value-producing synergy between your company and your customers. Are you missing any of these four distinct opportunities for increasing Customer Alignment, and limiting your ...

Senior executives continue to make significant investments in customer relationship management (CRM) systems, as they face their most pressing management challenge – improving customer loyalty and ...

B2B customers don't want to be surprised. They want clarity. They want expectations met. And they want results they can count on. Consider when a B2B marketer reaches out to customers in the middle of ...