Whether you’re the CEO of a company or the head coach of a sports team, success hinges on strategy, both in the boardroom and ...

That customer-centric mindset is a must for CIOs today. “The traditional role of CIO as manager of technology and the organization’s data state are table stakes. Now CIOs have to enable ...

Achieving identity resolution across every customer interaction is unlikely, but improving identity rates even a little can ...

In their climb toward AI-driven innovation, too many companies are unknowingly approaching a dangerous drop-off: the customer ...

AI can reduce costs — but done wrong, it alienates customers. See how forward-thinking brands are blending automation with ...

Step 2: Create a service blueprint to identify the future state of your customer-centric organization If the experience map is the current state, the service blueprint is the future state that ...

Many marketing organizations are playing a strategic role in helping to transform their companies from being operations- or product-centric to becoming more customer-centric. To have an impact on ...

If pharma companies are to live up to their decades-old patient-centric promises then marketing budgets need to move from brands and franchises to omnichannel customer-centric teams, according to ...

Tricia Tolivar says her growth strategy for the Mediterranean restaurant chain centers on listening to needs of customers and ...

How do you build a customer-centric organization? When we focus on the methodologies, technology, and processes hard at work, we lose sight of how to make an organization work first for customers.

He also explains why failing forward is essential, how customer behavior—not just feedback—shapes decisions, and sets the record straight on Wendy’s so-called “surge pricing” controversy.

Agentic AI is more effective at resolving customer service issues and costs less than simpler generative AI and non-AI solutions, Forethought's 2025 AI in CX Benchmark Report found.