Here's a leadership truth that transcends industries: you can't expect world-class customer experiences from a disengaged ...

As the pace of technological evolution accelerates and everyone’s expectations keep rising, it’s time to unite customer (CX), employee (EX), and product (PX) experiences into one seamless journey. We ...

A couple of months ago, I visited a well-known establishment in Miami for dinner. Even though it was a regular weeknight — not nearly as busy as a weekend rush — I noticed one of the staff members ...

Gautam Patankar's transition from a lifelong golfer to the chief experience officer at Bobby Jones Links underscores a unique blend of personal passion and professional evolution. His background as a ...

Philippe is the GM of Grand Hotel Les Trois Rois and a mentor, executive coach, advisor and expert on employee engagement. In customer service, where interactions often lean toward efficiency and ...

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Simon Harrison is SVP and CMO at Avaya leading global marketing for the company’s dominant position in the digital communications market. Today, we are all part of an important shift to an experience ...

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It's been well documented that the COVID-19 pandemic accelerated digital transformation initiatives. ZK Research data found that 74% of companies have moved digital initiatives up by at least one year ...

Businesses should move away from the outdated “the customer is always right” mindset, which often leads to employee burnout, high turnover and, ironically, poor service quality. Here’s how to ...