During the big Chile power outage, almost all homes and businesses went dark. Earlier this week, I found myself with a front-row seat to an unexpected natural experiment in business continuity. As I ...

For decades, the contact center has been a paradox. It is essential to every enterprise, yet it’s not always treated that way: chronically underinvested, fragmented and inefficient. Customers still ...

Want to know the secret to creating an amazing customer experience? It’s simpler than you might think. I recently interviewed Michael Cecchi-Azzolina on my podcast, Amazing Business Radio, and his ...

It’s no secret that many technology companies have changed the way they approach customer experience and success. With the end of ZIRP (zero interest rate policy) in 2022 and 2023, budgets are much ...

Customer experience officer is still a relatively new role. A majority of experience officers are fresh to their position. Officers spend time with customers and analyzing key metrics. Get more ...

Whereas large language models (LLMs) attracted consumers well before enterprise users, SaaS platforms are driving the use of embedded AI agents to improve employee experience and productivity. AI ...

Switching costs are zero. Expectations are high. Learn the strategies that stop churn and keep customers engaged for the long haul. The definition of customer loyalty has evolved dramatically. It's no ...

The digital customer journey starts from the moment they discover you and continues through to the final sale and follow-up messaging. The journey isn’t over once a prospect becomes a customer either; ...

When Google announced Gemini Enterprise for Customer Experience at the 2026 National Retail Federation conference, it was more than a new set of AI features. It was the clearest signal yet that Google ...

Failures like over-automation, inconsistent service, lack of personalization and poor communication erode trust and loyalty. Poor problem resolution, ignoring feedback and failing to adapt to customer ...

NASHVILLE, Tenn. & CAMBRIDGE, Mass.--(BUSINESS WIRE)--According to Forrester’s (Nasdaq: FORR) global Customer Experience Index (CX Index™) 2025 rankings, ongoing challenges that drove last year’s ...