Becoming a customer-centric organization is more crucial than ever. The importance of putting customers at the heart of business strategies cannot be overstated. Organizations that succeed in this ...

In the ever-evolving landscape of technology and customer service, artificial intelligence (AI) offers businesses opportunities to enhance the way they interact with their customers. The debate around ...

Businesses must make customer service and satisfaction a top priority by fostering a customer-centric culture in order to build loyalty, engagement and overall success. Prioritizing the needs of your ...

Personalized content and targeted ads have demonstrated a substantial impact on business revenue. However, in our privacy-centric era, 75% of Americans express profound worry about their online ...

Customer journey orchestration promises improvements to the customer experience by offering brands the ability to tailor the steps, reactions and automations that occur as a consumer makes their way ...

Fintech and customer-centricity go hand in hand. The Fintech movement originated from the observation that traditional incumbent banks insufficiently served their customers and focused too much on ...

Editor’s note: Leadership Lens, appearing online at scmr.com on the second Tuesday of each month, offers insight into leadership issues and how to address them. If you are interested in future topics, ...