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

MSPs are best-situated to grow their existing business when they document common processes and evaluate every single interaction with clients, according to a ConnectWise leader. Service excellence is ...

New approach focuses on fixing the operational and technology failures that cause customer dissatisfaction You don’t ...

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

Imagine it's lunchtime. There are half a dozen burger joints you could go to. Assuming prices and food quality are roughly the same at each place, how do you choose where to go? It's all about the ...

By Amanda AKUSHIE Customer experience is still widely misunderstood in many organizations. It is often treated as a frontline issue, something to be managed through customer service training, ...

Forbes contributors publish independent expert analyses and insights. Shep Hyken is a customer service/CX expert, author & keynote speaker. Earlier this year, we surveyed more than 1,000 consumers in ...

CDI goes beyond collecting data, focusing on accuracy, governance and real-time access that modern CX depends on.

Think about a favorite customer experience - maybe it was with an airline or a retailer. What are the characteristics that gave you a good feeling about that experience? Maybe it was easy. Maybe you ...

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 ...