In their new book, "The Intuitive Customer," authors Colin Shaw and Ryan Hamilton contend that companies experiencing plateaus in their Net Promoter Scores cannot combat declining customer loyalty by cutting prices and focusing on cost.

Customers want to provide feedback about their experiences with brands, but they want to do so through a meaningful, two-way dialogue instead of a one-way questionnaire.

We spoke wth Matt Tumbleson, CEO and founder of customer service platform Teckst, about the hierarchy of customer experience.

Augie Ray, research director for customer experience at Gartner, is an authoritative and opinionated resource for marketing leaders. We went back and forth with Ray on both the definition and the state of customer experience.

Thomas Stewart and Patricia O'Connell, authors of "Woo, Wow, and Win: Service Design, Strategy and the Art of Customer Delight" (Harper Collins), say it's time to recognize that the design of services needs to be managed with as much care as the design of products. We talked via email about the trend to push more work to the customer and how that affects customer experience.

In their new book, "The Intuitive Customer," authors Colin Shaw and Ryan Hamilton contend that companies experiencing plateaus in their Net Promoter Scores cannot combat declining customer loyalty by cutting prices and focusing on cost.

Out with the old, in with the new. With the spirit of encouraging positive change, we crowd-sourced this list of 10 customer-experience annoyances everyone wishes would go away.

If you want to hold onto customer trust, telling the truth is a step in the right direction. Yet, retailers still manage to shoot themselves in the foot. A recent holiday experience with the flagship Lord & Taylor store on Fifth Avenue in New York City demonstrated just how.

The year 2017 will be that of the AI-powered bot, predicts David Schoonover, senior manager and head of digital, social, CRM and .com at Kia Motors America.

I was reminded, however, of the power of the personal sale recently on a trip to the local Shop-Rite, where my intention was very much to grab two items, find the shortest cash register line, and then go!