In business, “collaboration” is the default answer to the question, “How can we drive a philosophy of customer-centric behavior across our company?” While collaboration is indeed necessary, it’s not ...

If you’re taking the initiative to be more customer-centric, these five points from the perspective of a customer service consultant will get you well on your way — while keeping you from making ...

Customer journey orchestration promises improvements to the customer experience by offering brands the ability to tailor the steps, reactions and automations that occur as a consumer makes their way ...

*We’ve all heard it: “The customer is always right.” But in reality, how many businesses actually live by this principle? In the age of digital disruption, the companies that thrive aren’t just the ...

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: ...

During periods of inflation and economic downturn, such as what we’re experiencing currently, business leaders tend to develop conservative mindsets. There is a common, natural mindset that people ...

How do you define a successful company? Profitability? International profile? The number of users you serve? These are all valid, but in my experience, a leading indicator is the business’ ...

Businesses will need to strive for a customer and compliance led data strategy as Europe gets ready for the biggest change in two decades to data protection rules, according to Colin Grieves, managing ...