Luke Williams

5 Components of a Great Customer Experience Program

Customer experience is the new global currency for companies looking to invest in differentiation and growth. Best-in-class firms have leaped in eagerly, capturing customer...

7 Ways Tech Will Change the Customer Experience in 2018

Improvements in technology drive innovation in many fields, and there are few arenas where these efforts are as visible as in the customer experience....

Companies Should Worry More About Details, Less About Catastrophic Failures

One of the most widely broadcast stories of 2017 was about an airline passenger who refused to give up his seat when demanded by...

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