Customer Experience

Customer journey mapping is a popular topic these days and for good reason, considering ever-increasing customer expectations, the many ways customers interact with companies, and a growing competitive landscap...

Companies that intentionally make an effort to be customer-centric are known to be more profitable. One of the tools that businesses can use to improve customer-centricity are customer journey maps. In fact,...

Unicorns – they’re alluring, fanciful, and your daughter might desire one as a pet…but ultimately, you’re going to have to explain to her that sadly, these creatures simply don’t exist. They are merely a myt...

As the Chief Customer Officer for a software-as-a-service (SaaS) company, much of my day is spent thinking about customer success and retention. Like any subscription-based business, renewals are our lifeblo...