Big companies like Amazon, Apple, and Netflix are doubling down on original content to grow. In 2018 alone, the powerhouses are set to spend $4.5 billion, $1 billion, and $6 billion respectively on ...

Since the start of the pandemic, companies have struggled to keep up with shifts in customer behavior, especially around customer expectations. This is most acute during the last mile of a delivery, ...

To create a truly excellent customer experience, more companies are turning to a new key unit of management: the episode. Developing a customer experience "factory" can help businesses employ a ...

Customer churn isn’t something we usually think of as a technological problem, but more than a third of the $136 billion a year companies lose to customer churn is from involuntary churn, and most of ...