‘Build it and they will come’, they said. First, who exactly is ‘they’? Second, it looks like ‘they’ were wrong, at least in today’s highly competitive world of consumerism. Traditionally, companies ...

Customer-centricity is the discipline of attempting to see things from the customer’s viewpoint rather than from your own, including the essential understanding that those who are “in the business” ...

It’s easy for businesses to get swept up in the day-to-day pursuit of increased market share, higher ROI and bigger bottom lines. While it’s crucial for organizations to be forward-thinking and ...

Opinions expressed by Entrepreneur contributors are their own. While it has always been important, customer experience is quickly becoming an essential component to secure a competitive advantage in ...

Brand relevance is a constantly-moving target that CX and marketing professionals never stop chasing. For years, many leaders (including myself) have pursued a customer-centric approach to deliver ...

Bridging the gulf between patient centricity ambition and reality has never been more important for pharma – luckily, this seemingly insurmountable goal isn’t as far out of reach as many envision.