The Financial Conduct Authority (FCA) has set higher standards for financial services firms through the implementation of the Consumer Duty, a key part of its 3-year strategy to promote transparency, ...

Opinions expressed by Entrepreneur contributors are their own. When you provide a customer experience and desired outcome that exceeds their expectations, you haven’t just created a customer; you’ve ...

Customer journey analytics software aims to help businesseses understand, optimize and personalize every step of the customer experience. By aggregating and analyzing data from touchpoints across both ...

Forbes contributors publish independent expert analyses and insights. Innovation. Entrepreneurship. Culture. If you ask many business leaders what kind of outcomes they want for their customers, ...

Understanding and meeting customer needs is a slow and complex process. According to the 2023 Edelman Trust Barometer, business is the only institution – in a list that also includes the media, ...

Messaging needs consistency. Conflicting language across functions leads to confusion and erodes customer trust. Leadership drives change. Leaders must model collaboration, remove blockers and keep ...