2019 is an exciting time for customer experience professionals for a number of reasons. Increasing access to data, improvements in the technology to collect, manage and act on that data, and a growing ...

Sprint: Did you know we have an online conference about product design coming up? SPRINT will cover how designers and product owners can stay ahead of the curve in these unprecedented times. When a ...

The past few years have dramatically changed much of how companies do business. Although many are still sorting out what those lasting impacts might be, it’s clear that a host of customer expectations ...

To develop excellent customer experiences, experts say it’s essential to focus on context and a design thinking mindset. Solid design thinking starts with the customer in mind. Solving any problem, ...

Opinions expressed by Entrepreneur contributors are their own. Creating a customer journey map is one of the best ways to understand customers’ experiences with your business. By mapping out each step ...

“Data-Driven Thinking” is written by members of the media community and contains fresh ideas on the digital revolution in media. Today’s column is written by Beth Sanville, SVP, Analytics, Merkle.

Customer journey mapping is all the rage these days, but this oft-used tool for customer experience improvement frequently leads to a rather disappointing destination. Journey maps are visual ...

In April, Verizon joined the ranks of Apple, Samsung, Citi and other enterprises when it hired its first chief customer experience officer. For the role, it tapped Disney and Capital One alum Scott ...