Customer Relationship Management

Customer Experience Is Getting Worse

Consumers' perceptions of companies and government departments have improved due to supply-chain delays and staff shortages. This is according to Forrester Research Inc....

The CIO Brief Gets Bigger—This Time to Focus on Customers

Long the guardians of a business's internal IT, CIOs are increasingly getting involved in the customer-facing services that became vital in the pandemic...

Zappos Names Amazon Executive as Its First CMO

Ginny McCormick joins from Amazon, Zappos's parent company. Her appointment comes amid a marketing reorganization at the shoe retailer known for its...

Home Depot Revamps Tech Leadership With Focus on Customers

The company's veteran CIO is shifting into a newly created role dedicated to customer experience technology, which helped drive sales during the pandemic...

White House Presents Plan to Fix Federal Customer Experience

The Office of Management and Budget's “life experience” initiatives aim to redesign how people navigate the bureaucracies of multiple agencies Government staff...

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