The most advanced organizations are using adversarial simulation to stress-test AI against edge cases, confusion, and hostile ...

I’m an fan, but also a realist. Customers really don’t want more technology. What they really want is a better experience. So, how does a company use technology to create that?

B2B renewals are won or lost 180 days before the contract expires. Dow serves as the gold standard for linking experience to ...

Tipping has evolved from a hospitality tradition into a widespread expectation across many service sectors, including ...

As trust erodes and AI accelerates, Experience 5.0 emerges as the framework connecting technology, ethics and human value.

Every customer experience starts with your employees. When their voices are heard, supported, and understood, customer ...

Hayete Gallot joined Google in April 2025 to spearhead a new division focused on helping customers adopt the company's cloud ...

More than a high-speed automation tool, artificial intelligence is becoming a safe testing ground where brands can rehearse ...

For a moment, think about your favorite restaurant. If you frequent the location often, the waitstaff may know your name, your favorite dish and where you like to sit. All of these elements create an ...

A good client experience can be the dividing line between success and failure. In client service, building transparency and rapport with clients, who, for their part, want to work with a team that ...

When reviewing job growth and salary information, it’s important to remember that actual numbers can vary due to many different factors—like years of experience in the role, industry of employment, ...

According to research from BTI Consulting, just over one in four corporate counsel would recommend their primary law firm to a peer. That’s a dramatic drop from 69% in 2020. The reason? It’s not a ...