Everyone wants to be a data-driven company today, and for good reason. We know that data — good, relevant data — is critical for making informed business decisions. In fact, nearly six out of 10 (57%) ...

Your agile CX program will never succeed without some key program elements in place. In any given week, I work with multiple customer experience practitioners across a variety of brands in different ...

You know agile is a new and important way of working which leads to greater results for companies. But did you know that leadership can make or break an agile effort? For agile to be successful, you ...

A customer success team is established with one or two customer success managers dedicated to handling customers—maybe focusing on high-touch customers first. Time is being tracked against activities, ...

Forbes contributors publish independent expert analyses and insights. Dr. Tracy Brower writes about joy, community and the future of work. It’s hard to find a more widely-hyped work methodology than ...

Customer health dashboards are one of the critical keys to durable revenue growth. At its heart, a good dashboard can summarize tens or hundreds or even thousands of metrics on customer experience ...