Punishing loyal customers with bad service because you grew too big, and then getting upset when they choose someone else, is not just illogical, it’s obscene.

Customers want to save money, while businesses want them to increase their spending.

New research by Ali Aouad and colleagues looks at how algorithms can enhance user experience in the customer journey.

Customers are unhappy when their favourite retailers make it harder to earn rewards.

You can’t transform your customer experience unless you align the organisational culture - especially the day-to-day behaviours of employees - to reach a clear outcome.

The more automation we introduce into the customer service experience, the less likely you are to offer excellent customer service.

The most common question we hear is, "Where do I start?" The answer is, "Where it makes the most sense from a customer’s point of view."

While customers look for tailored and personalised experiences that delight, their experiences often feel generic and don’t deliver the desired response.

Just like "new normal", "pivot" and "WFH" were part of the corporate lingo of 2020, "in-house" will likely soon be rolling off our tongues as big corporates opt to bring their marketing and advertising functions in-house.

To find out how user-generated content affects your bottom line, you need a fine-tuned strategy for data analysis.