New operating model includes four verticalized businesses to enhance customer-centricity and speed of execution Structural measures to reduce non-manufacturing costs, generating expected annualized ...

Identify any areas within your product, processes or business model that hinder customers from fully appreciating what you offer. This could involve experiencing your company’s services firsthand. For ...

Annette Franz, CCXP, is founder and CEO of CX Journey Inc., a customer experience consultancy; she's a coach, keynote speaker, and author. Businesses that maintain a customer-centric culture put the ...

Until new behaviors and mindsets are rooted in the organization’s social norms, they are subject to degradation. Interventions increase employees’ interest and ability to accept and enact ...

A combination of decades-old customer data and a new attitude to unleashing its potential is being framed as the driver of ongoing successful digital transformation at one of the UK’s most durable ...

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 ...

Your internal teams all have specific roles and functions. But some organizational charts can put up barriers to excellent customer experience. Customers don’t care who owns what part of a business, ...

It has become fashionable — even essential — to be a “customer-centric” organization. As consumers, we’re bombarded with messages from insurance companies, retail stores and health care providers ...

CARMEL, Ind., Jan. 14, 2020 /PRNewswire/ -- CNO Financial Group, Inc. (NYSE: CNO) today announced a new operating model that realigns the company from three operating business segments into two ...

The HBR Executive Playbook on building an organization where customer success is the foundation of long-term growth. by Rachel DuRose Customer-centric organizations follow a simple principle: ...