A tweet grabbed our attention this week: “The Atlanta Airport (ATL) designers were like ‘and then what if we had them run 5k?’” In addition to making us laugh, this public passenger feedback stresses ...

Years ago, I wrote a post titled, What Exactly is Employee Experience?. I know I’ve written tons about customer experience, and I’ve included my definition here and there, but there are always new ...

Jeff Giagnocavo is the co-owner of Gardner's Mattress & More and has a passion for small business success on Main Street. It’s well known that a company focused on stellar customer experience often ...

Most organizations don’t stall because CX transformation is impossible. They stall because they misdiagnose where they’re stuck. Platform, people and process are the three pillars of CX transformation ...

Concept image for illustration of Key Customer Assessment Indicator or KPI. The CEO took the stage as the first PowerPoint slide appeared on the giant screen. "I am happy to announce we just received ...

You never met the customer you lost. But you approved the phone system, the staffing and the policy that drove them away.

Brands have more customer data than ever. They know a customer’s past purchases, their clicks, and what offers they engage with. Marketers can move on these signals in near real-time with the help of ...

‘Customer experience’ has only become a buzzword relatively recently. Why the sudden increased interest? The short answer is social media. It’s outshouting paid media, and what people talk about is ...

NEW YORK and NASHVILLE, Tenn., July 29, 2025 /PRNewswire/ -- Customer Contact Week (CCW), the leading event series dedicated to advancing the customer service industry, announces its final CCW event ...