Customer journeys are growing more complex and data-driven, but many organizations remain constrained by fragmented insights ...

Value stream alignment. Define value streams using the customer lifecycle to guide digital transformation and improve efficiency while prioritizing customer experience. Agile strategy approach. Use ...

Nov. 26—Thousands of everyday New Yorkers interact with some aspect of the state government nearly every day, from the Department of Motor Vehicles to the Department of Taxation and Finance and many ...

A longer version of this article previously appeared on contentful.com. The digital world moves fast. To stay competitive, companies need a proactive approach to digital customer experience (DCX) ...

One-size-fits-all customer experience playbooks don’t exist — and for good reason. Every business has distinct customers with distinct feelings, needs and preferences. It’s up to you to define what ...

“People will forget what you said, people will forget what you did, but people will never forget how you make them feel” (Maya Angelou). There is probably no other statement that expresses the ...

We're currently living in an age of information overload. As much as we want to move past it, our behaviours and interactions with digital technologies fundamentally changed throughout Covid. We’ve ...

Costco is looking toward technology to improve the customer experience at its brick-and-mortar and online stores without significantly changing the retail giant’s proven business strategy, the company ...

Research by consultant Accenture forecasts the economic impact of generative artificial intelligence (AI) in the enterprise. The 2024 report suggests more than $10.3 trillion in additional economic ...

In the ever-evolving world of mortgage servicing, delivering an exceptional customer experience at every stage of the customer’s journey is a crucial differentiator. Having spent my career focused on ...

Costco is looking toward technology to improve the customer experience at its brick-and-mortar and online stores without significantly changing the retail giant’s proven business strategy, the company ...