It has become fashionable — even essential — to be a “customer-centric” organization. As consumers, we’re bombarded with messages from insurance companies, retail stores and health care providers ...

Being customer-centric is not a new trend or even a new idea, but it is increasingly harder to achieve. You can fault turnover or perhaps a history of starts and stops, but honestly, the biggest ...

Expertise from Forbes Councils members, operated under license. Opinions expressed are those of the author. In the words of Wal-Mart founder Sam Walton: “There is only one boss—the customer. And he ...

New operating model includes four verticalized businesses to enhance customer-centricity and speed of execution Structural measures to reduce non-manufacturing costs, generating expected annualized ...

The HBR Executive Playbook on building an organization where customer success is the foundation of long-term growth. by Rachel DuRose Customer-centric organizations follow a simple principle: ...

Organizations stand at a crossroads with their marketing teams that can prove paramount to their financial success. Down one lane are those organizations that remain product-focused and concentrate on ...

I’m very lucky to work for a company whose whole ethos is to elevate people’s experience. As the Head of Customer Success, my role here is charged with evolving our customer experience strategy in ...

Is your company leveraging design thinking? There are several different approaches to accomplishing a project or delivering a new product. For some organizations, implementing Lean principles and ...

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 ...

Just about every company and IT group today claims to be “customer-centric,” but at my company, it’s more than a slogan. In my 38 years in the IT profession, I’ve learned that working closely with our ...

SAN FRANCISCO & SINGAPORE--(BUSINESS WIRE)--UserTesting (NYSE: USER), a leader in video-based human insight, and Tbot Techno Systems (Tbot), a global consulting and technology services company, today ...