Years ago, I was walking through a parking lot in Mountain View, CA, when I bumped into Scott Cook, the founder of Intuit, the software firm known for such blockbuster financial applications as ...

If you ask the question directly, no brand is going to tell you they’re not customer-centric. Customers are the human embodiment of your revenue, reputation and success. Of course they’re at the ...

A company focused on transactional selling will find it difficult to reach great heights, especially B2Bs. A key driver for outperforming B2Bs is that they are more aggressive in “making adaptations ...

Customer obsession is easy to talk about and hard to operationalize — especially at enterprise scale. In this episode of CX Decoded, we distill a CMSWire TV conversation with AT&T into five clear ...