It’s no secret that today many companies are leaning heavily into modern (and often strictly digital) means of communication to deliver a streamlined customer experience. The digital world continues ...

Regardless of your company, industry, or average customer sales cycle, one thing is for sure: the transactional experiences that are easiest for customers always win. It simply matters how taken care ...

The Fast Company Impact Council is an invitation-only membership community of top leaders and experts who pay dues for access to peer learning, thought leadership, and more. BY Melissa Puls The Fast ...

The role of the marketer goes beyond driving awareness and generating demand; once they hand over a prospect to the sales team the job isn’t over. It's commonly believed that a marketer's job is done ...

When used well, lifecycle automation can help companies collect leads, convert clients and create fans. Here’s a look at what it is, how it works and how to get started. Your business needs more ...

Consistent revenue, good management, sound financial decisions, and talented staff, among many other factors, keep a business running. But there is one factor above all others that makes a business ...

Annette Franz, CCXP, is founder and CEO of CX Journey Inc., a customer experience consultancy; she's a coach, keynote speaker, and author. I spend a lot of time talking to leaders about the value of a ...

Marketing has a problem. As the business has trumpeted the rise of “customer obsession” and the “empowered consumer,” marketing’s role is woefully unclear. Marketing has a problem. If we’re being ...

In my last post, I talked about the revenue lifecycle from an operational perspective, with an inward focus. Here, I’ll discuss some of the customer-facing elements that are affected by having a full ...

The car dealership has embarked on a multimillion-dollar plan to transform its Singapore network, enhancing customer ...

In today's digital world, content is currency. To personalize customer experiences across channels, B2B and B2C marketers alike create content for four different audiences, on average, and 28% of B2C ...