One task, many teams. A single customer journey often spans multiple departments, exposing weak links across channels. Friction by design. Some customer struggles are intentional and necessary, but ...

Researchers have long understood that customer satisfaction is not a simple equation. Every interaction a customer has with a ...

Consumers interact with brands and organizations through many different touchpoints that include online transactions via a website or mobile app, in-branch or in-person at a brick-and-mortar location, ...

There are a variety of new marketing and communication channels emerging on what seems like a daily basis. Although many retailers see this as an ongoing challenge, it provides an opportunity to ...