Could you defend your customer feedback metrics on an earnings call with the same confidence you defend your revenue ...

Doing a deep dive into what makes companies tick – and grow and thrive – is an interesting exercise in human nature. One of the things we are most likely to encounter when we begin working with a ...

How psychographic insights can elevate CX and provide a competitive edge to customer-facing brands through personalization and emotional resonance. In a customer-centric world, understanding ...

A new FICO survey finds that 88% of bank customer respondents report that customer experience is as important or more important than its products and services. 33% of respondents have only changed ...

You came up with an idea for a business that is your passion. Your idea. Your dream. Perhaps it is a product, a service, online business or maybe a retail store. Whatever type of business, you have ...

Your current research focuses on subscription businesses and the importance of customer capital. What is that, and why is it important for the economy? We often think of firm value as coming from ...

PETER BELL, CEO of StorageNetworks, knows his company is in the right market at the right time. While a recent wave of storage hardware vendors such as Hitachi and Fujitsu have urgently tried to ...

In today’s world, where financial crimes like money laundering and terrorist financing pose significant risks, organizations must take steps to know exactly who they are doing business with. This is ...