Customer experience is a global principle. Although it might look different in each location, the concept is always the same: customers want to be valued and should be central to a brand. These 25 ...

Customer experience has become more than just a priority; it's a competitive differentiator. With customers expecting consistent personalization across channels, proactive engagement and the ...

Forbes contributors publish independent expert analyses and insights. I am a Customer Experience Futurist, Author and Keynote Speaker. Nearly every aspect of life today is dramatically different than ...

Customer experience shapes brand perception and loyalty, but gaps prevent many organizations from optimizing performance ...

Cutting customer experience favors short-term expense savings over longer term revenue gains. A recent article in the New York Times highlighted a concerning byproduct of the current inflation scare: ...

Even with best of intentions, fragmented data can cause personalized marketing programs to seriously strain—or even end—customer relationships. While many of us marketers talk about our intentions, ...

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.

Are you missing a big opportunity to wow your customers? Every point of contact in a customer interaction is important. It is an opportunity to strengthen your relationship and impress your customers.

With all the buzz surrounding artificial intelligence (AI) lately, it has become something you need to have. After all, everyone else seems to have it and you don’t want to be left behind, right? Well ...