Brave New World, as Foreseen by Forrester
Over the past 10 years, mobile commerce has grown from a blip on the radar to over $200bn per year in retail sales. Imagine what will happen in the coming decade.
Undercover Boss: A Powerful CX Insight Tool
When Shane Bray, the recently-appointed CXO at Willis Towers Watson began his tenure, he spent a few weeks as an “Undercover Boss” in one of his many call centers.
Macy's CEO Credits “Customer Journey Mapping” as the Foundation of Their Turnaround
One year into his role as CEO, Jeffrey Gennette has attributed Macy's limited turnaround so far to a renewed focus on the customer and has doubled down in that area significantly by testing and then scaling out a range of new capabilit