Many organizations invest heavily in tracking and improving the customer journey to support customer satisfaction (CSAT) and Net Promoter Scores (NPS), but they still struggle to make a measurable ...

Learn how to successfully implement a new CX framework to consolidate and analyze experience management data and drive smarter business decisions. The right customer experience framework can make it ...

The value of humans. Human interaction is crucial for nuanced or complex customer needs, and it builds deeper emotional connections with brands. Blending human and machine. The key to great customer ...

In this seminar, Bernd Schmitt introduces the five-step Customer Experience Management (CEM) framework, a comprehensive tool for managing the customer experience and connecting with customers at every ...

How organizations with complex consumer databases and multiple touch points can improve customer retention and increase sales by developing an internal framework dedicated to enhancing the overall ...

A framework is a basic conceptual structure or skeletal; openwork; or structural frame of ideas; a process, an organization, etc. So how can a framework be useful in facilitating an excellent customer ...

CHICAGO — Forrester analyst Harley Manning loves New York City; but when he lived in Manhattan in the mid-80s, he didn't like the crime and the lack of respect some people showed for the city. It was ...

CHICAGO — Forrester analyst Harley Manning loves New York City; but when he lived in Manhattan in the mid-80s, he didn't like the crime and the lack of respect some people showed for the city. It was ...

In today's competitive landscape, customer experience (CX) stands as the key differentiator for businesses globally. The stakes are undeniably high, with a staggering $3.8 trillion in sales at risk ...

Joyce Ercolino, director of digital excellence and customer experience at Harmony Biosciences, shares her go-to pharma CX framework with Marc Iskowitz. She also delves into how medical marketers can ...