In Joe Pine's influential book, "The Experience Economy," he introduces a captivating perspective: the idea that the customer experience is analogous to theatre. This analogy shines a spotlight on how ...

Forbes contributors publish independent expert analyses and insights. I am a Customer Experience Futurist, Author and Keynote Speaker. May 17, 2023, 12:00pm EDT This article is more than 2 years old.

Despite its central importance to the success of every business, customer experience is rarely implemented as effectively as it could be by leadership teams. This happens because customer experience ...

Creating a personalized customer experience is the key to forging lasting relationships with clients and driving success. As markets and customer expectations continue to evolve, business developers ...

Overview:Modern retail success blends strategy, data, and human connection to create meaningful in-store and digital ...

The term “customer experience” is searched over a million times a month worldwide, according to Google. A cursory search on Amazon for books brings back more than 6,000 titles on the topic. We’ve even ...

We're currently living in an age of information overload. As much as we want to move past it, our behaviours and interactions with digital technologies fundamentally changed throughout Covid. We’ve ...

Dr. Francis Goh has been an innovator and technical expert a strategist, board member, leadership mentor and sought after public speaker. Today he spends his career advising customers and fellow ...

It’s time to roll up your sleeves and reshape the ecommerce customer experience with these seven ecommerce customer experience strategies. Collaborating with a branding and content design agency can ...