In retail, customer experience drives loyalty, yet most organizations cannot pinpoint a single person responsible for it.

CMSWire Advisory Board members reveal why operating models, decision rights and trust define the next era of CX.

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

Agentic AI works like a behind-the-scenes service partner—anticipating needs, surfacing context and routing issues ...

Forbes contributors publish independent expert analyses and insights. Shep Hyken is a customer service/CX expert, author & keynote speaker. There is an old saying that customer service happens when ...

To say that customer experience is important might be the understatement of the decade—or at least of the previous few years. The business benefits of focusing on customer experience can't be ...

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

SAN FRANCISCO--(BUSINESS WIRE)--Decagon, the leader in conversational AI agents for customer experience, today announced $131 million in s eries C funding, pushing its total funding to $231 million ...

NEW YORK--(BUSINESS WIRE)--OXIO, a leading Telecom-as-a-Service (TaaS) platform, today announced it has appointed Ricky Ramon as senior vice president of customer experience. Ramon, formerly assistant ...

Dental Intelligence Appoints Customer Experience Veteran Miles Dunn as VP of Customer Support, Reinforces Commitment to ...

American Airlines is using AI, automation, and data to deliver smarter discovery, transparency, reduced friction, and ...