The CX discipline is growing up — shifting from adolescence to college years, where clarity, accountability and measurable business impact matter most. A couple of years ago I wrote that the CX ...

What is a loyalty program? It’s a program designed to get customers to come back. That’s different than true customer loyalty, but it’s a pretty darn good start. In our 2024 State of Customer Service ...

TOKYO--(BUSINESS WIRE)--Service Management Group (SMG), a global customer experience, employee experience and brand research partner to more than 500 brands, has been hired by YUKAI Resort to identify ...

PLEASANTON, Calif.--(BUSINESS WIRE)--Medallia, Inc., the global leader in customer and employee experience, and Higher Oak, an experience management consultancy, today announced that they are working ...

CVS Health® (NYSE: CVS) today announced that it has been named Overall Winner and earned four gold awards at the 2026 US Customer Experience Awards (USCXA26), the country's premier independent ...

The epiphany that launched Ed Napleton Automotive Group’s customer experience program came during the company’s 2023 annual review meeting in Palm Springs, Calif. It was there that newly installed ...

When reviewing job growth and salary information, it’s important to remember that actual numbers can vary due to many different factors—like years of experience in the role, industry of employment, ...

We all know good customer experience when we see it. For life insurance and annuity carriers, however, it is often hard to define and measure good customer experience. A new report by LIMRA and NEOS, ...

Switching costs are zero. Expectations are high. Learn the strategies that stop churn and keep customers engaged for the long haul. The definition of customer loyalty has evolved dramatically. It's no ...

Verizon Chief Marketing Officer Leslie Berland is spearheading a major transformation of the company's loyalty program, moving away from traditional models. Berland emphasizes a " ...