An executive recently asked me, what’s the biggest mistake leaders make when rolling out a customer experience strategy? My answer was simple. Most leaders think about the customer first.

Michael Goshka is CEO of Planfix, a SaaS platform that cuts costs, reduces errors and automates workflows for smarter business operations. I still remember the early days of launching my startup. My ...

I recently announced a major initiative at Verizon Consumer that’s turning heads across the business world. We’re investing billions to transform our customer experience, and I believe it will set a ...

Customer expectations have changed. Many brands claim to care about their customers, yet their actions often suggest otherwise. Poor service, slow response times, and lack of transparency push people ...

Sitting around a table at a customer advisory board meeting about a year ago, my mind started whirring. The conversation turned to how our business could expand its offerings to provide even more ...

Budget carrier Wizz Air is rolling out a new three-year investment programme intended to prioritise customer service across its operation. It has unveiled the transformation plan – branded as the ...

Vingroup, Vietnam’s largest private conglomerate and VinFast’s parent, has built its market leadership on a deeply rooted customer-first philosophy. From its birth as a bold newcomer, VinFast has ...