Kohl’s is confronting a shift among customers that could make its road to recovery more challenging. Learn more about the retailer's upcoming changes.

Companies spend a lot of time talking about customer service and customer experience (CX). They measure satisfaction scores, invest in training, create customer journey maps and look for ways to ...

All else being equal in the marketplace, differences in customer experience are more often than not the driver of customer loyalty. While CX covers a lot of territory, it often lives or dies in ...

Companies have spent years making it easier for customers to pay bills online. They have made less progress helping them fix ...

Artificial intelligence is rapidly becoming part of how organizations approach customer experience. From analysing feedback and identifying patterns to automating reporting and surfacing ...

Solving customer complaints at first contact means better customer satisfaction and retention. That is the goal, but how do you get there? What steps can you take to improve your first-touch ...

Acquisition costs are climbing for structural reasons. Most DTC brands skip is the one that actually works. Every consumer brand founder I get on a discovery call hands me the same diagnosis before I ...

The current era of efficiency and optimization has ushered in AI assistants and automation to help get the job done faster. While these tools undoubtedly accelerate performance, companies should not ...

It’s 2025, and businesses across sectors have a customer retention problem. Brands across sectors struggle to keep repeat, loyal customers. This creates operational challenges and financial losses ...

You never met the customer you lost. But you approved the phone system, the staffing and the policy that drove them away.

A low customer acquisition cost can look like a marketing win. But refunds, support requests and customers who never return can quickly turn that win into an expensive mistake.

Every consumer brand founder I get on a discovery call hands me the same diagnosis before I even ask for one: acquisition is broken. Costs are climbing, a channel that used to convert doesn’t anymore, ...