A positive customer experience is fundamental to the success of any business, including B2B organizations. Qualtrics research found bad customer service could cost more than $3.7 trillion globally.

Although the terms “customer loyalty” and “customer retention” are often used interchangeably, they actually refer to two different things. Although the terms “customer loyalty” and “customer ...

In the year since the Biden administration issued an executive order pushing for federal agencies to improve their customer-facing resources, the Homeland Security Department has taken a variety of ...

Annette Franz, CCXP, is founder and CEO of CX Journey Inc., a customer experience consultancy; she's a coach, keynote speaker, and author. I spend a lot of time talking to leaders about the value of a ...

When reviewing job growth and salary information, it’s important to remember that actual numbers can vary due to many different factors—like years of experience in the role, industry of employment, ...

For companies, particularly smaller ones, ensuring every necessary action is taken to support customer experience and perform well can be a challenge. While generating profits is the primary objective ...

Throughout my career as a customer experience (CX) practitioner, I’ve seen brands make the same mistake time and again by believing that metrics alone improve customer experiences and loyalty. Too ...

Customer service and customer experience (often referred to as CX) are two important terms that business owners and brands need to understand in order to thrive in today's competitive marketplace.