Michael Goshka is CEO of Planfix, a SaaS platform that cuts costs, reduces errors and automates workflows for smarter business operations. I still remember the early days of launching my startup. My ...

I recently announced a major initiative at Verizon Consumer that’s turning heads across the business world. We’re investing billions to transform our customer experience, and I believe it will set a ...

Customers are more demanding than ever. They demand more value and a better experience. That experience is what gets them to come back the next time, and if that “next time” is consistent with the ...

Fintech operates at the intersection of trust, complexity, and competition: Trust Deficit: A minor UX flaw can quickly erode customer confidence. Product Complexity: Simplifying financial tools makes ...

I would argue that the most important indicator of a brand’s health is customer loyalty. For leaders, building and sustaining strong customer loyalty is the holy grail. Leaders talk a lot about how to ...

Customer expectations have changed. Many brands claim to care about their customers, yet their actions often suggest otherwise. Poor service, slow response times, and lack of transparency push people ...

Sitting around a table at a customer advisory board meeting about a year ago, my mind started whirring. The conversation turned to how our business could expand its offerings to provide even more ...

Budget carrier Wizz Air is rolling out a new three-year investment programme intended to prioritise customer service across its operation. It has unveiled the transformation plan – branded as the ...

An improved customer experience, product and service enhancements, and faster and more reliable service with added value have driven meaningful improvements in customer satisfaction scores as measured ...