A noticeable shift is underway as the CMO skill set is being called upon to deliver an experience that impresses customers and guides them as they start their journey. The Fast Company Executive Board ...

SOME PEOPLE embrace change and new information with ease. However, most do not. And that’s a big challenge for those who lead customer experience (CX) programs. In most organizations a CX leader has ...

The most advanced brands in CX are weaving empathy throughout the brand to consumer experience, from initial interaction to well beyond purchase. Eighty-six percent. That’s the proportion of people ...

Forbes contributors publish independent expert analyses and insights. Gary Drenik is a writer covering AI, analytics and innovation. Astoundingly simple purchases have become table stakes in 2021.

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 ...

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

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 ...

This is the final article of a series from Jolt Consulting Group of how companies can survive and even thrive during the COVID-19 era by focusing on improving their customer experience. Click here for ...

Customer experience is the overall experience a customer has, from start to finish, with every aspect of your business and your brand. Customer experience is the total impression your business leaves ...

Opinions expressed by Digital Journal contributors are their own. Many companies recognize the importance of delivering a good customer experience, but only a select few see it as an act of service — ...

The employee and customer experience in banking is a perpetual cycle. From what we've witnessed and seen in our recent research, what's good for employee morale typically tends to be good for the ...

Retailers are under increasing pressure to do more with less. With disruptions in the supply chain, rising inflation, changing consumer behavior, and fluctuating demand all combining to create a ...