CX-ROI and how the views of CX practitioners, solution providers, and industry commenters differ. Recently I was talking with a friend who is an experienced

Customer attrition: Can’t agree on how you can stop losing customers? Recently I was asked by a client to help the leadership team understand why

Marketers and customer-centricity, is it too fluffy a combo to agree? When you talk about how well (or how poorly) your company is doing on

My recent experiences and subsequent customer satisfaction remind me of an article I wrote a few years ago. Now that I am confined to all-day-long

Early in my career, I worked for a food manufacturing company in Asia. It was a subsidiary of a UK enterprise. My boss asked me