Stick the word “customer” in front of any technology initiative and you command attention. Customer experience (CX) in particular is a hot button, a set of practices, recommendations, and tools that ...

While CX pros are growing in headcount, they still face many hurdles as they grapple with driving behavioral change with customer experience management. Customer experience management can lead to ...

CX leaders balance human nature, data, technology and vendors every day in your interactions. Here's how to make the most of those relationships. In my two decades of managing customer experience (CX) ...

It’s up to the marketing team to think about customer experience management. But what exactly is it and how do you get it right? Alex Blyth reports Customer experience management (CXM) is not a new ...

STAMFORD, Conn.--(BUSINESS WIRE)-- The increasing integration of applications for managing customer experience (CX) is changing how enterprises monitor, understand and improve interactions and ...

Navigating today’s business landscape is challenging. New technologies are reinventing old business models and shrinking product life cycles. Easier access to information is moving the power from ...

As a veteran of the IT industry, I’ve seen several “next big things” come and go. Some trends, such as cloud computing and AI, successfully made the leap from hype to reality. Many others—remember ...

Would it surprise you even the slightest bit if I told you that customers will overwhelmingly pay more money for great customer service? In fact, most say they will pay up to 13 percent more and when ...

Having technologists on the team assessing potential projects and active TMF investments has been a key change over the past year, program leaders told FCW. Last week, the Office of Management and ...

Last week, the Office of Management and Budget and General Services Administration announced that $100 million from the Technology Modernization Fund would be designated for projects tied to customer ...