A positive customer experience is fundamental to the success of any business, including B2B organizations. Qualtrics research found bad customer service could cost more than $3.7 trillion globally.

Customer journey analytics software aims to help businesseses understand, optimize and personalize every step of the customer experience. By aggregating and analyzing data from touchpoints across both ...

Annette Franz, CCXP, is founder and CEO of CX Journey Inc., a customer experience consultancy; she's a coach, keynote speaker, and author. I spend a lot of time talking to leaders about the value of a ...

For companies, particularly smaller ones, ensuring every necessary action is taken to support customer experience and perform well can be a challenge. While generating profits is the primary objective ...

Explore why approaching Customer Experience (CX) as a technology project leads to failure, and discover the importance of a ...