A positive customer experience is fundamental to the success of any business, including B2B organizations. Qualtrics research found bad customer service could cost more than $3.7 trillion globally.

These days, business is largely conducted in a digital-first environment. That said, it's still very much possible to deliver personalized experiences to customers. If you want to make a lasting ...

Abbott and Alderson first introduced the concept of customer experience in the 1950s, and since then, many numerous models, articles and numerous scientific titles have been published. Creating a ...