While there is no set template to encourage innovation and creativity in the workplace, there are several guiding principles for fostering a culture that is open to innovation and creativity. The Fast ...

When it comes to customer experience, businesses should recognize digital transformation isn’t the driver, it’s the vehicle. If you’re reading this article, you’re probably familiar with two popular ...

We dig into some common Voice of the Customer templates and how CX practitioners approach collecting their customers' feedback. More than three-quarters of consumers expect companies to understand ...

Forbes contributors publish independent expert analyses and insights. I am a Customer Experience Futurist, Author and Keynote Speaker. Digital transformation and customer experience go hand in hand.