Is Your Company Culture Customer-Centric?

There are three types of companies when it comes to customer-centric culture: those who have a truly customer-centric culture, those that wish they did, and those that think they do. Which type is your company?
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Understanding the emotional elements of CX

In the current environment, customer experience (CX) is much more complex than many organizations realize. While taking a look at basic metrics like purchase history and rising revenues can be telling, there is a deeper level that companies should seek when analyzing CX. Enter an emotional connection with the brand, which is now more important than customer satisfaction, according to Harvard Business Review.
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