An executive recently asked me, what’s the biggest mistake leaders make when rolling out a customer experience strategy? My answer was simple. Most leaders think about the customer first.

In this era of ever-increasing competition and evolving consumer demands, businesses that embrace the power of feedback gain a significant advantage. Feedback reigns supreme in the modern business ...

Building a customer-centric culture is more than just a strategy; it’s a mindset. At the heart of that mindset is an undeniable truth: Empowered employees create empowered customers. A successful ...