Ken Dong

Navigating Your Company’s Customer Experience Environment

We seem to be in the midst of a veritable “Cambrian Explosion” of interest in Customer Experience (CX). In the past few months alone, CMSWire contributors have explained why organizations need to unify CX and customer success initiatives and highlighted key CX metrics to...

Big Things Start Small: Lessons for Customer Success

Photo by: Angie Muldowney Customer Success (CS) is one of those business functions that executives at B2B brands generally understand they need to invest in but often don’t know how to define. That’s because, unlike sales or engineering, the value of CS often isn’t immediately...

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