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 ...

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

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

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.

Today’s digitally empowered customers create a challenge for organizations to sell, market and service them effectively. Expectations are higher than ever before, and customers openly share both ...

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: ...

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 ...