Published Articles

As Americans search for areas to cut back, what can brands learn from other times of turbulence as they look to nurture reciprocity with new and existing customers?

There's no way to predict the next disruptor, but we can plan for it. Learn how a human-centered design mindset can set brands up to keep pace with changing demands and remain relevant for the future.

Times are tough for the service industry. Explore new survey data that sheds light on the differences among Millennials and Boomers in this environment.

Consumers longing for connection are continuing to demand more from their favorite brands--and traditional marketing KPIs might be failing to capture the metrics that matter most.

In a world where business challenges are increasingly complex, identifying your objective is key to ensuring teams don’t inadvertently solve the wrong problem. This is where a Human-Centered Design mindset comes in.

Reading between the lines of what customers are saying, and their unstated human needs can mean the difference between transactional relationships and lifelong loyalty. But how do we get there?

Discover how leveraging Customer Performance Indicators (CPIs) can be your path to a more profitable customer-centric strategy when complemented with your existing KPI metrics.

Amid staff shortages, supply chain issues and tightening budgets, some brands are shifting customer centricity into the hands of the CMO. But could eliminating the CCO role be putting CX at stake?

Customer centricity is just as important as ever. But with technology advancements and everchanging consumer expectations--now's the perfect time to reevaluate your strategy for the year ahead.

Reading trends is one thing, incorporating them into strategy is another feat. Explore our fundamental tips for getting started.

While KPIs like NPS or CSAT have long been the default, not augmenting with human-centered metrics may be costing organizations billions.

Downsizing doesn’t always mean a downturn—at least that’s what one of the country’s largest pharmacy retailer believes to be true.

Discover how linking a company’s purpose to human-centered customer goals—CPIs—can help leaders inspire their employees to embrace their role in the customer journey.

We know customer centricity is the key to creating real value for your customers, but before focusing externally, brands must ensure employees are bought into the "why."

Camille Nicita joins Authority for a Q&A on what she believes has fueled her as a servant leader throughout her 30-year career.

In an era where customers are demanding more from brands than ever before, it's time organizations shift their focus to the universal values that matter most to customers—Customer Performance Indicators.

As Gongos celebrates its 30-year anniversary, Camille Nicita reflects on her career journey from intern to President & CEO, and the lessons she has learned along the way.

When tackling business obstacles, many organizations move so quickly to fix, they fail to solve the root issues that come to light when shifting to an innovation mindset.