While companies strive to deliver great customer experience, at times their efforts only drive short-term results. Some customer experience efforts only drive short-term results, without helping build ...

The term “moments that matter'' has been used to describe specific impactful steps along a customer journey within the CX world for years. But, how do you know if these moments actually matter? And ...

When Autodesk transitioned into a subscription-only software company a few years ago, it was not just about changing its business model. The move also required the design and engineering software firm ...

Forbes contributors publish independent expert analyses and insights. I am a Customer Experience Futurist, Author and Keynote Speaker. It's counter-intuitive to most business practices to bring your ...

For most companies, the cost of acquiring a new customer is far more than the cost of retaining an existing customer—often 5-10 times more expensive. Moreover, 61% of small business owners have ...

The elephant is entering the room. Yes, in terms of customer loyalty programs, McDonald’s is on the cusp of rolling out a nationwide rewards point’s effort called MyMcDonald’s Rewards. I boldly assert ...

When Meredith Schmidt joined Salesforce more than 17 years ago, her first big challenge was to make sales and finance love each other. Schmidt, executive vice president of Salesforce Revenue Cloud, is ...