The success of any organization depends on high-quality customer service. But for companies that strategically align customer service with their overall corpora

In writing Customer Experience Strategy, I worked to combine a complete strategic and executional blueprint with an easily accessed reference book. My goal is t

With emerging technology transforming customer expectations, it's important to keep a laser focus on the experience companies provide their customers. Tomorrow'

Engage hearts, minds and organizations to make customers happierWe will show you howYou probably have lots ideas that will make things better for customers, but

Customer Experience 3.0 provides firsthand guidance on what works, what doesn't--and the revenue and word-of-mouth payoff of getting it right. Between smartphon