The voice of the customer (VoC) has long been a crucial determinant of business success. As companies focus more on customer experience, understanding the customer's voice becomes paramount. This is ...

In the digital era, heightened by AI's influence, I would argue that the lack of a usage-based pricing model hinders businesses. Usage-based pricing—where customers are only charged when they use a ...

The 2025 U.S. Open delivered a master class for golfers and procurement leaders alike. When thunderstorms on June 15 transformed golf's most demanding major into what many called "unplayable", J.J.

Both customers and service providers must grasp the difference between a technology “deployment” and an “installation” to avoid shortcomings in security system usability, reliability, and operational ...

As my plane touched down yesterday, a thought hit me (given the nearly 18 hours on a plane, the fact that the thought struck me at that point may be telling... :-): perhaps the greatest customer value ...