It’s become a cliché to say that customer experience (CX) isn’t the sole responsibility of any one team, or that every part of the business should have a role to play in CX. Of course they do. The ...

Draw a circle and in the middle of it, draw a picture of a person and write the words, “customer centricity.” This is usually what executives visualize when they talk about becoming a customer-centric ...

Until new behaviors and mindsets are rooted in the organization’s social norms, they are subject to degradation. Interventions increase employees’ interest and ability to accept and enact ...

Annette Franz, CCXP, is founder and CEO of CX Journey Inc., a customer experience consultancy; she's a coach, keynote speaker, and author. Let's start at the top—literally. We need executives to ...

When I talk about a product-centric approach, I mean when companies develop products and services with the idea that a good hunter is more likely than average to get a lucky hit. They also believe ...

A customer-centric AI strategy has become more than a technological asset — it's a pivotal component of business success. As we witness the digital transformation of commerce — a statement that is ...