For years, experience management (XM) in quick-service restaurants (QSRs) has focused on transactions: taking orders, resolving complaints, and measuring post-visit satisfaction. But today, that ...

User experience is changing as AI improves design and research, leading to smoother, more engaging interactions that create trust and connection. Both user experience (UX) and artificial intelligence ...

Enter design thinking—an approach that goes beyond mere products to delve deeply into customer experience, transforming everyday banking into an intuitive, engaging, and satisfying journey. How can ...

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 ...

For decades, enterprises have invested in technology to make customer experience better, yet the results often feel the same. Customers wait, repeat themselves and navigate disconnected systems that ...

Businesses can now oversee and guide every customer interaction in real time, creating a new role in the customer experience center: the AI Supervisor. "As AI agents handle more and more customer ...

Forbes contributors publish independent expert analyses and insights. Shep Hyken is a customer service/CX expert, author & keynote speaker. Great brands don’t just react to customer expectations. They ...

The art of crafting analytics dashboards goes far beyond displaying metrics on a screen. For marketing managers responsible for customer experience, these dashboards become the primary vehicle for ...

Zoomtopia, the annual Zoom customer and partner conference, was held October 9-10 in San Jose, CA. An audience of approximately 300 joined the live keynotes in the San Jose McEnery Conference Center ...