Recent writings in the customer retention literature emphasise that all customers are not alike as targets for customer retention efforts (Jones & Sasser 1995; Ganesh et al.2000). For example, Jones ...

While surveys have formed the backbone of CX efforts for decades, they only account for a small percentage of all customer feedback data available to businesses today. In the age of the omnichannel ...

Both are invaluable tools with different purposes on the whole. A customer journey map is a diagram that visually represents ...

Challenge your observation skills! Find all 3 differences in two pictures of a Guy Serving Food to a Customer in just 27 seconds. Are you up for the test?

continuously improving customer experiences to drive engagement and satisfaction. These two distinct types of platforms serve different but complementary roles in customer-centric business operations.