Eric Reiter approaches investment in a nontraditional way—by seeking out companies with great reputations and steadfast customer loyalty.

Progressive leaders take action now to build customer strength for the future.

Consumers today have easy access to products and services. Their experiences are personalized, relevant, and in some cases, predictive. Yet the technological advances we now take for granted were once nothing but outlandish ideas.

Instead of chasing a dying product dream, Dell will focus on service-based areas of growth, including cloud computing, Big Data, security software, and mobile.

The collaborative economy is one in which “the crowd” meets business

Customer Experience Value Analysis connects customer initiatives to tangible financial impact.

Fast forward into the digital age to experience simplified, predictive customer engagement.

The power of search and other lead generation tools will only become stronger in the coming years.

A resilient corporation is one that minimizes risk, moves quickly, and can grow faster than others.

Before preparing for an ideal future customer experience, break down the obstacles standing in the way of an optimal present-day experience.

Ambient intelligence allows technology to be hidden away, continually listening to customers and anticipating what they need.

By creating a safe space for collaboration and exploration, organizations have the opportunity to empower employees and adapt to the consumer’s changing needs.

If your company is not measuring these attributes in relation to your customer experience program, you’re missing an opportunity to make the revenue connection and speak the CFO’s language.

Futurists, customer engagement experts, and company practitioners square off with their predictions of the 2020 customer experience.

With so much bad press, financial institutions have to work hard to achieve and retain customer trust. Tracy Garrad, head of British bank First Direct, fights back by putting customers first.