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.

Leadership communication determines whether strategy becomes daily behavior or remains a well-intentioned announcement that ...

Despite its central importance to the success of every business, customer experience is rarely implemented as effectively as it could be by leadership teams. This happens because customer experience ...

As trust erodes and AI accelerates, Experience 5.0 emerges as the framework connecting technology, ethics and human value.

Real-time insights advance tribal services impacting healthcare, hospitality, wellness, and cultural programs Medallia, Inc., the global leader in customer and employee experience, and the Choctaw ...