Experience Executives News Today

In the next normal, businesses must develop a new customer engagement model that places a strong emphasis on measuring progress based on outcomes. COVID-19 pandemic has significantly accelerated digital business transformation. The pandemic led to breakneck speed shift to digital-first customer engagement and remote work, prompting service and support organizations to reconsider the future of their people, process, and technology. According to recent research from Salesforce, teams are navig...

What is the customer experience of the future? What best practices do leading organizations deploy now to move from deep listening to deep understanding, from powerful statistics to powerful stories, and from apathy to action? Delivering the customer experience of the future begins with leveraging the current shift in customer expectations and operating context as an opportunity to reset priorities and to ignite momentum.  Groundbreaking new research from Karen Mangia and Mathew Sweezey reve...