Here are three AI-driven shifts that, if harnessed, will redefine how we approach customer experience in the future.

The removal of certain offerings and key business positions can ultimately cause irreparable damage to the customer ...

SCALA.AI co-founder and CEO Ardie Sameti (left) and co-founder/executive chairman Raj Singh. Concur co-founders Raj Singh and ...

Businesses across the U.S. are embracing AI and automation to power faster, more personal, and more efficient customer ...

Explore the impact of Customer Experience (CX) on business success, from customer journey nuances to strategies for enhancing CX and fostering brand loyalty. In an era where choices are vast and ...

Frequent redesigns may look modern, but they can erode trust, confuse users and damage long-standing customer relationships.

Customer experience (CX) is a leading driver of brand loyalty and organizational performance. According to NTT’s State of CX 2023 report, 92% of CEOs believe improvements in CX directly impact ...

The company is laying the foundations to make Starbucks “once again the gold standard in customer service” and is planning to ...

Airlines editor Robert Silk spoke with Garboden, AA's chief customer officer, about its new product upgrades and ...

Customer experience is one of the key ways we try to add value—not just in the services we deliver, but in the way we support and connect with the people behind every brand we work with.

Customer experience (CX) has become a top priority for IT leaders, who must embrace a customer-centric mindset, develop cross-functional teams, and define the right KPIs to succeed.

The research leverages a social sciences-based framework that evaluates the most important human elements of experience and accurately predicts customer satisfaction and loyalty. This framework ...