Years ago, I was walking through a parking lot in Mountain View, CA, when I bumped into Scott Cook, the founder of Intuit, the software firm known for such blockbuster financial applications as ...

If my dog were a customer who got exactly what he wanted, he would eat dozens of his favorite peanut-butter biscuits and spend the day on the couch. The returns would diminish quickly as he became ...

Getting to customer-obsession is a complex, all-in effort that is more of a cause than a program. It flows directly from the heart of an organization – it’s about how you behave and what you value.

Some companies have undertaken a “customer obsession” focus over the past few years, and those that do it right can see a significant payoff, according to a report by Forrester Research.

Customer obsession is easy to talk about and hard to operationalize — especially at enterprise scale. In this episode of CX Decoded, we distill a CMSWire TV conversation with AT&T into five clear ...