Great CX doesn’t require perfection—it requires intention. A genuine commitment to listening, learning, and putting people ...

Research from the Aberdeen Group found that VoC (voice of customer) strategies netted significant gains in revenue growth.

Faced with the ongoing challenge of reducing churn and increasing retention, video platforms have realized that customer acquisition alone isn't enough and nor is aggressive pricing. What's really ...

By Makafui Afi Asante AMPONSAHIn today’s dynamic financial landscape, banks that succeed are those that truly understand the ...

Five9 (Nasdaq: FIVN), provider of the Intelligent CX Platform, today released its 2025 Business Leaders Customer Experience Report offering analysis of CX trends shaping how global business leaders ...

It's a delicate balance using customer data to create memorable experiences without jeopardizing the relationship you’ve ...

This study also empirically investigated the impact of social media technologies on supplier and customer relationship management using sample data from U.S. industrial organizations. Hypotheses were ...

Key Points Implementing Six Sigma can be an opportune way for a company to reduce defects and improve customer experience. If ...

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 ...

Eric Almquist is a partner with Bain & Company’s Customer Strategy & Marketing practice and the global head of consumer insights for Bain. John Senior is a partner with Bain & Company’s ...