An executive recently asked me, what’s the biggest mistake leaders make when rolling out a customer experience strategy? My answer was simple. Most leaders think about the customer first.

Shot of call center operators working in the office. Call center agent working with his colleagues in modern office. Smiling handsome businessman working in call center. Customer experience is ...

Target missed the mark on this new initiative. A new staff policy at Target, part of a program called 10-4, is forcing employees to engage with customers more, the retailer confirmed to USA Today.