It’s up to the marketing team to think about customer experience management. But what exactly is it and how do you get it right? Alex Blyth reports Customer experience management (CXM) is not a new ...

Stick the word “customer” in front of any technology initiative and you command attention. Customer experience (CX) in particular is a hot button, a set of practices, recommendations, and tools that ...

While CX pros are growing in headcount, they still face many hurdles as they grapple with driving behavioral change with customer experience management. Customer experience management can lead to ...

"Personalized" by Mark Abraham and David Edelman is a crucial read for CMOs and all other C-suite leaders aiming to integrate AI into their customer experience, as well as CDAOs and CIOs who want to ...

STAMFORD, Conn.--(BUSINESS WIRE)-- The increasing integration of applications for managing customer experience (CX) is changing how enterprises monitor, understand and improve interactions and ...

Customer experience writer and keynote speaker Stan Phelps once said, “Customer experience isn’t an expense. Managing customer experience bolsters your brand.” In the present-day business landscape, ...

One of the headline findings from our recent study into the state of customer experience in financial services in Asia Pacific (APAC’s) was that, despite relatively high levels of consumer ...

Having technologists on the team assessing potential projects and active TMF investments has been a key change over the past year, program leaders told FCW. Last week, the Office of Management and ...

Would it surprise you even the slightest bit if I told you that customers will overwhelmingly pay more money for great customer service? In fact, most say they will pay up to 13 percent more and when ...

Navigating today’s business landscape is challenging. New technologies are reinventing old business models and shrinking product life cycles. Easier access to information is moving the power from ...

On today’s episode of The Daily Scoop Podcast, the final day of the “Top Two for 2022,” as some of the most experienced practitioners in government highlight the top two stories to watch in the new ...

Last week, the Office of Management and Budget and General Services Administration announced that $100 million from the Technology Modernization Fund would be designated for projects tied to customer ...