Why is the customer experience so important? Prioritizing the customer experience (CX) is crucial for any company's success. Organizations that are "customer experience-driven" consistently ...

"When was the last time your communications team joined your customer success meeting?" This question often startles executives when I pose it at industry events. The blank stares or hesitant ...

For many technology vendors, customer success is measured by how successfully the customer implements and adopts their products. At diginomica, we've long argued that this view is far too narrow — ...

Reverse-engineer success. Reverse-engineering customer success by analyzing what already works allows for clearer, more impactful goals and strategies. Focus on metrics. Shift focus to actionable, ...