As trust erodes and AI accelerates, Experience 5.0 emerges as the framework connecting technology, ethics and human value.

Personalization builds loyalty. Shallow segmentation isn’t enough. Customers expect relevant experiences that reflect who they are and how they interact with your brand. AI improves retention. AI can ...

Driving customer value isn’t just about external focus. It also requires empowering our employees. When every employee is equipped with the right information and tools—increasingly AI-enabled—they’re ...

Across service companies worldwide, functions like Sales, Professional Services, and Technical Support are converging on a common goal: Customer Success (CS). Increasingly, CS is recognized not only ...

Customer retention is more than a buzzword—it is a proven driver of sustainable growth and profitability. Sounds like common sense? Think again. Customer churn is on the rise. Yet, while many ...

What makes customers return to businesses they love? This question has fascinated me throughout my career in customer service. Recently, my team and I surveyed over 1,000 customers to uncover exactly ...

Rob Amezcua is CRO at Forescout Technologies with over 28 years of proven success in cybersecurity sales and complex deal negotiation. After nearly 30 years in cybersecurity sales, I’ve seen this ...

In today's rapidly evolving digital landscape, brands face an ever-growing challenge of effectively engaging their customers across multiple platforms and touchpoints. When customers have more options ...

Both customers and service providers must grasp the difference between a technology “deployment” and an “installation” to avoid shortcomings in security system usability, reliability, and operational ...

In my last article, I discussed why a dedicated Customer Success (CS) department is essential for B2B service organizations, especially those in technology and SaaS. We covered the strategic role of ...

Many B2B companies, with smaller customer bases than consumer-targeted businesses, find that it is impractical to apply mass modelling techniques when creating a marketing strategy. If typical, these ...

Restaurant value used to be a much simpler calculation: Discount-driven customers would seek out dollar meals at quick-service restaurants, call for pizza delivery on Friday nights (sans delivery fees ...