James Loffler is the President of Loffler Companies, a leader in business technology services and solutions across the Upper Midwest. In the dynamic landscape of business and office technology, the ...

To orient a company with the client experience means putting clients at the center of everything. “That goes beyond your sales team,” says Michael J. Toth, Executive Vice President and Chief ...

CMSWire Advisory Board members reveal why operating models, decision rights and trust define the next era of CX.

In retail, customer experience drives loyalty, yet most organizations cannot pinpoint a single person responsible for it.

Much has been written about creating a compelling client experience and its importance to firm growth. With that, consciously designed client experiences lead to much more than happier clients, client ...

Customer acquisition costs are, well, costs; they are expenses. And in complex sales – especially sales of intangibles, like professional services – they can be exceedingly high, and difficulty ...

Stephen Covey’s 7 Habits offer a surprisingly practical blueprint for CX teams navigating AI, alignment and rising customer ...

Agentic AI works like a behind-the-scenes service partner—anticipating needs, surfacing context and routing issues ...

The race to own customer experience is on. Beyond the accounting profession, companies are recognizing the importance of delivering a rich client experience to differentiate themselves from the ...

Phoenix—"It seems that what you’re saying is, everything is important when you’re dealing with the affluent," Mary told me. "Is it possible to create some sort of a checklist that can help us have ...

It's not about answering their calls and doing what you promised you would: Sarah Dobek of Inovautus Consulting explains why firms should elevate their client experience. Welcome to On the Air with ...

Attracting new clients is hugely important for accounting firms, but the development of the firm-client relationship after the engagement letter is signed is arguably even more important. Firms often ...