It’s nearly impossible to create an exceptional customer experience without trained, effective, and customer-focused employees working with the customer. Rick Conlow, CEO with WCW Partners, consults ...

The digital age has revolutionized customer expectations. No longer content with limited options, today's customers actively explore, compare, and demand exceptional experiences throughout their ...

Value stream alignment. Define value streams using the customer lifecycle to guide digital transformation and improve efficiency while prioritizing customer experience. Agile strategy approach. Use ...

This story was originally published on CX Dive. To receive daily news and insights, subscribe to our free daily CX Dive newsletter. Customer journey mapping provides valuable insights into the ...

Forbes contributors publish independent expert analyses and insights. Tony Bradley covers the intersection of tech and entertainment. The pace of technological innovation has significantly raised ...

Customer experience management is at a turning point, with AI-driven solutions like Generative AI and predictive analytics reshaping how businesses understand and act on customer needs. SurveySensum ...

It’s always wiser to learn from others’ customer service mistakes and not your own. If you don’t watch for the little customer service traps, you’re bound to fall like the rest. One of the ...

While Gen Z does not yet have the buying power they are poised to gain, their expectations and preferences are already having an impact on brands. Simplicity drives satisfaction. Gen Z expects a ...

Research by consultant Accenture forecasts the economic impact of generative artificial intelligence (AI) in the enterprise. The 2024 report suggests more than $10.3 trillion in additional economic ...