James Loffler is the President of Loffler Companies, a leader in business technology services and solutions across the Upper Midwest. In the dynamic landscape of business and office technology, the ...

Cheap money masked bad decisions. Now growth must prove itself — and customer experience is the clearest signal left.

Comprehensive study of 40 leading insurers reveals critical insights into AI adoption, hybrid service models, and the evolution of CX ...

Stephen Covey’s 7 Habits offer a surprisingly practical blueprint for CX teams navigating AI, alignment and rising customer ...

To orient a company with the client experience means putting clients at the center of everything. “That goes beyond your sales team,” says Michael J. Toth, Executive Vice President and Chief ...

Much has been written about creating a compelling client experience and its importance to firm growth. With that, consciously designed client experiences lead to much more than happier clients, client ...

Customer acquisition costs are, well, costs; they are expenses. And in complex sales – especially sales of intangibles, like professional services – they can be exceedingly high, and difficulty ...

Agentic AI works like a behind-the-scenes service partner—anticipating needs, surfacing context and routing issues ...

Recent launches like Stitch Fix Vision and AI Style Assistant are attracting shoppers who stay with the company longer and ...

The race to own customer experience is on. Beyond the accounting profession, companies are recognizing the importance of delivering a rich client experience to differentiate themselves from the ...

Phoenix—"It seems that what you’re saying is, everything is important when you’re dealing with the affluent," Mary told me. "Is it possible to create some sort of a checklist that can help us have ...

Two core groups emerged as transformation leads: the IT department under the CIO, and IMA Labs, the company’s internal ...