Your internal teams all have specific roles and functions. But some organizational charts can put up barriers to excellent customer experience. Customers don’t care who owns what part of a business, ...

In the upcoming book, "Personalized," the authors emphasize that personalization is essential throughout the customer journey. Their research highlights that leaders in personalization consistently ...

The HBR Executive Playbook on building an organization where customer success is the foundation of long-term growth. by Rachel DuRose Customer-centric organizations follow a simple principle: ...

At Vector, our customer is at the center of everything we do: So much so that we’ve invested in a leadership role for our chief customer officer (CCO) to ensure that customer experience is prioritized ...

Picture the most successful companies in the world; they have one thing in common — an effective organizational structure. But what exactly does that entail and how can it make or break a business? If ...