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

Value stream alignment. Define value streams using the customer lifecycle to guide digital transformation and improve efficiency while prioritizing customer experience. Agile strategy approach. Use ...

In today’s experience economy, companies must put the customer at the center of everything they do, delivering engaging and meaningful experiences across interactions. Why? They want to buy. You want ...

Although enterprises claim to emphasize customer experience in today’s digital business landscape, many fail to address a downright essential aspect: customer experience security. Yes, security should ...

Picture this: You're a customer living in a world where brands promise you the moon but deliver a handful of space dust. Here's the uncomfortable truth nobody wants to acknowledge at the next board ...

In the new year, customer experience will remain a high priority for marketers. The aim will be consistent with previous years — seamless omnichannel journeys that are flexible and responsive to ...

Customer experience, or CX, has always been not only a focus of much corporate attention but also the differentiating factor of most successful organizations. What has changed in recent years is the ...

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 ...

“People will forget what you said, people will forget what you did, but people will never forget how you make them feel” (Maya Angelou). There is probably no other statement that expresses the ...