According to a report by Forrester, firms that have been working on optimizing customer experience are more likely to generate higher revenue than those who put customer experience (CX) secondary.

Think back to a time when you had an outstanding customer experience — one so memorable that you couldn't help but tell your friends about it. More often than not, it wasn't just about meeting ...

We've all heard the phrase, "underpromise and overdeliver." Unfortunately, I often see businesses that tend to "overpromise and underdeliver," failing to meet customers' expectations. For me, it all ...

While sitting on a delayed train last week, I overheard two conversations. While a pair of elderly gentlemen discussed writing a letter of complaint, a pair of teenagers had already fired a Tweet to ...

Everyone knows that bad customer experiences negatively impact customer loyalty, brand image, and a business's bottom line. With this in mind, businesses strive to not just meet, but exceed, customer ...

In 2026, the CCO owns outcomes, not sentiment—connecting systems, teams and AI to deliver measurable customer performance.

Automation is rising, but most consumers still want real human help. Learn what today’s trends reveal about trust, loyalty and the future of support. Customers still want to speak to a human. AI ...

Recently, I was reading a Salesforce white paper on the customer service expectations of millennials and Gen Z. The data mentioned how "67% of millennials have to re-explain their information while ...

What It Really Means is a new recurring series on Supply Chain Management Review designed to clarify commonly used supply ...

Companies today are more focused than ever on delivering a great customer experience, and rightly so — a business that consistently satisfies and delights customers gains an incredible competitive ...