Years ago, I was walking through a parking lot in Mountain View, CA, when I bumped into Scott Cook, the founder of Intuit, the software firm known for such blockbuster financial applications as ...

In a world overloaded with noise from competitor campaigns and industry hype, it’s easy for brands to get distracted by chasing the next shiny thing. But what if the real game changer isn’t out there ...

It’s not all that difficult to find a spark for innovation, but it is nearly impossible to sustain it successfully. The few organizations that do share a singular factor: customer obsession. The term ...

The one sure way to take care of your customers is to respect their time. Being customer-centric is hardly enough these days. To truly be successful, you need to nurture a customer obsession culture ...

Getting to customer-obsession is a complex, all-in effort that is more of a cause than a program. It flows directly from the heart of an organization – it’s about how you behave and what you value.

Agility is the currency of customer experience, which is why winning at the edge is essential to organizations of all sizes across every industry and geography. Creating customer obsession means being ...

I’d like to propose a New Year’s resolution for us marketers and technologists — we will not put generative AI (or any other technology) above true customer-focus this year. The term customer ...

Everyone's heard the old adage that "the customer is always right." It's one of the most enduring business phrases of all time. There have been endless caveats and nuances breathed into the maxim. And ...

When you think of magical customer experiences, one particular brand probably comes to mind: Disney. Exceeding customer expectations rather than merely satisfying them is at the heart of the Disney ...

PHILADELPHIA--(BUSINESS WIRE)--Phenom announces Customer Obsession Day, a first-of-its-kind event to showcase the latest innovations in customer service and support, including best practices and ...

As attendees re-entered the Austin Convention Center for a new day of Forrester’s annual B2B Summit, there was notable excitement in the air as more than 2,000 marketers prepared for another day ...