Abbott and Alderson first introduced the concept of customer experience in the 1950s, and since then, many numerous models, articles and numerous scientific titles have been published. Creating a ...

Silos are frequently viewed as major obstacles within organizations, blamed for stifling innovation, hindering communication and causing inefficiencies. However, the existence of silos is not always ...

Forbes contributors publish independent expert analyses and insights. I cover corporate culture, employee engagement, and leadership. Ask yourself a few questions about your organization: Do customers ...

Forbes contributors publish independent expert analyses and insights. Shep Hyken is a customer service/CX expert, author & keynote speaker. There are many forms of leadership. A customer-focused ...

The HBR Executive Playbook on building an organization where customer success is the foundation of long-term growth. by Rachel DuRose Customer-centric organizations follow a simple principle: ...

NORTH PRARIE, Wisconsin — Zero Zone announced the launch of its new Services Division, a key milestone in its 5-year growth plan. This new division is focused on expanding service capabilities to ...

Yesterday we read about Paul Polman's push to make Unilever a customer-focused organization. This morning, Jay Galbraith, founder-president of Galbraith Management Consultants, says that making the ...