Everyone agrees that the signal-to-noise ratio in today’s digital marketing space is a serious concern. Consumers are bombarded with emails, ads, and promotions at a rate that once would have been ...

Many B2B buyers are looking for — and expect — a buying experience like that of a B2C customer and most put their buying experience on the same level of importance as the products and services sold to ...

Joseph Michelli examines how AI is transforming the workplace customer experience and why human centered leadership remains ...

Customer service and customer experience (often referred to as CX) are two important terms that business owners and brands need to understand in order to thrive in today's competitive marketplace.

Stephen Covey’s 7 Habits offer a surprisingly practical blueprint for CX teams navigating AI, alignment and rising customer ...

A CX dashboard is a vital ingredient of any CX program. Adopting a CX dashboard can vastly improve engagement of staff and executive sponsorship. Identify your audience. Knowing what customer ...

New AI-powered innovations in Webex Contact Center are focused on promoting agent efficiency and well-being, resulting in reduced turnover, exceptional customer experiences and real business outcomes.

Forbes contributors publish independent expert analyses and insights. Gary Drenik is a writer covering AI, analytics and innovation. We’ve all experienced bad customer service. I tried to resolve a ...

Concentrix’ Essentials platform—which builds on the success of its award-winning ConcentrixCX SaaS platform—helps businesses launch a superior Voice of the Customer (VOC) out-of-the-box solution ...

I love our industry and what it does to improve people’s lives. And yet, I believe when it comes to customer experience, it is beyond broken. I think a lot about the solutions that could help change ...

In retail marketing, it’s essential to tailor unique strategies to every business while also never forgetting across-the-board basics. During the Sept. 30 virtual event, “Building a Blueprint for ...

Increasingly, the healthcare industry is discovering the importance of focusing on the customer experience, known as CX. “Patients have become the consumers and are actively demanding and receiving ...