In the year since the Biden administration issued an executive order pushing for federal agencies to improve their customer-facing resources, the Homeland Security Department has taken a variety of ...

A positive customer experience is fundamental to the success of any business, including B2B organizations. Qualtrics research found bad customer service could cost more than $3.7 trillion globally.

Customer journey analytics software aims to help businesseses understand, optimize and personalize every step of the customer experience. By aggregating and analyzing data from touchpoints across both ...

The art of crafting analytics dashboards goes far beyond displaying metrics on a screen. For marketing managers responsible for customer experience, these dashboards become the primary vehicle for ...

Annette Franz, CCXP, is founder and CEO of CX Journey Inc., a customer experience consultancy; she's a coach, keynote speaker, and author. I spend a lot of time talking to leaders about the value of a ...

Opinions expressed by Entrepreneur contributors are their own. Despite massive investments of management time and money, customer satisfaction remains a frustrating pursuit in many organizations.