Blake Morgan

By making the right kinds of investments in a down economy, when the dust settles your brand could be well positioned to win more market share.

Customer experience is a game of inches rather than yards. How Nike trains every day is more powerful then the money thrown at the Olympics.

AI is the largest change coming to work we’ve seen in the last fifty years. How you manage the people aspect of this new technology will determine your success.

Learn the secrets behind Haidilao’s unique customer-centric culture.

Only 31% of leaders track the ROI of customer experience - if you want to get the attention of your CEO, you need to show how you are saving or making the company money.

The contact center is the most important place for customer experience investments in 2024. Read our five customer experience predictions in this article

Relating this to customer experience, Davit Cote suggests that most companies miss the mark because they don’t listen effectively to what their customers want.

In celebration of the people and practices that serve customers’ needs, 2023 has been a banner year for customer experience.

Customers overwhelmingly want self-service options and crave the convenience and control of getting help on their own schedules.

With it come many ethical gray areas and calls to slow down the speed of its development.

Walmart and Amazon are two of the largest and most recognizable retailers in the world. But who comes out on top when considering customer experience?

Customer experience in 2023 looks different than ever before. With a recession, changing customer preferences, and new tech, CX teams have opportunities to innovate.

With its five-star service and excellent amenities, Emirates goes against airline industry trends to invest in customers and provide an impeccable experience.

Looking to be customer-centric? It pays to have a female leader. Companies with female CEOs aren’t just more profitable—they also tend to lead in customer experience.

Instead of pouring money into traditional advertising, move that money to improve their customer service. The Super Bowl is just one day, but customer experience is a long-term effort: give it the budget it deserves.

Fresh off the Taylor Swift concert ticket debacle that led to canceled sales and mass outrage, Ticketmaster faces an even bigger test: tickets for Queen B herself, Beyoncé.

To be the best, you have to learn from the best. Here are 10 best practices and pieces of advice from customer experience leaders.

Merriam-Webster designated “gaslighting” as the Word of the Year for 2022. It’s all too common in customer service - here’s how to stop gaslighting your customers.

What will the shopping experience look like in the next 10-15 years? It’s a crucial question for brands to consider as they shape forward-focused CX strategies.

Preparing a long-term CX strategy requires a strong understanding of how customers are changing.