The Customer Journey concept has been around for a few decades, and the implementation of programs designed to understand and respond to how consumers find, engage with, buy from, and buy more from brands has...

With the growth of the Internet, websites, self-service, mobile devices, mobile apps, social media and changes to consumer behaviors in the “always on” world, the industry has been in a constant state of reinvention given...

As smart products continue to grow in the vibrant “smart home” world, we see smart services as the real upside, especially for Communications Service Providers (CSPs), including those bringing fiber-to-the-home, cable, satellite and spectrum to...

To say the automotive insurance in the US industry is changing is an understatement. Competition has never been fiercer, and consumers have never been more empowered to shop around, and shopping around is causing contact...

As the Internet of Things (IoT) continues to grow, companies offering connected products – from health and wellness wearables to smart home appliances – are aware of the potential to deepen relationships with consumers and...

Is it possible to ascertain the impact of customer experience (CX) by studying the outcomes of CX improvement initiatives by B2C brands?