Ford is turning to its softer side to improve the customer experience, or CX. Ford this spring is rolling out an airline-style rewards points program and is training call center reps to be friendlier ...

Payam is an experienced CX professional with a PhD degree in marketing management with more than 20 years of history of working in CX and CRM. Majority of his work experiences of CX has been in the ...

In the world of seemingly identical customer experience (CX) programs, differentiation is the unsung hero that can set your company apart from the competition. Kantar asserts in its company blog that ...