Over the past two decades, customer experience (CX) has evolved from a novel concept to a core organizational function. Once a rallying cry for putting the customer at the center of business strategy, ...

There is no customer strategy without human connections. Your business relationships with customers are vital to near-term success and future growth. Despite this, we often see companies (including ...

The customer success (CS) team is increasingly the custodian of the post-purchase CX. Here’s how to make modern CS teams succeed. If customer experience (CX) is the cornerstone of B2B business ...

Lowe's transformation from basic SMS notifications to Rich Communication Services demonstrates how retail giants can leverage messaging technology to reduce operational costs while improving customer ...

Picture a standout interaction you’ve had with a brand. Now think of a great relationship you’ve developed with a company over time. Finally, try to name a brand where every facet of the customer ...

Is your organization about fun? How often do your customers giggle? How much of your business strategy is about funniness—not just entertainment, but customer experiences made joyful by design? What ...

Senior executives continue to make significant investments in customer relationship management (CRM) systems, as they face their most pressing management challenge – improving customer loyalty and ...

As supply chain management increasingly integrates advanced technologies and data-driven decision-making, customer fulfillment leaders are transitioning from traditional operational roles to strategic ...

Echopass – Enterprise organizations often think of customer service as an unavoidable fact of business, a necessary expense. Rethink customer service, however, and it can become a strategic weapon ...

Opinions expressed by Digital Journal contributors are their own. “The solutions we have today will soon not be enough to provide unparalleled customer satisfaction. Information technology continues ...

Coupang's continuous increase in active customers and stable revenue growth rates indicate significant growth potential. As Coupang's EBITDA margins improve towards a 10% target, it could achieve ...