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An executive recently asked me, what’s the biggest mistake leaders make when rolling out a customer experience strategy? My answer was simple. Most leaders think about the customer first.

Poor customer service can hurt your business. But just how badly might surprise you. Just ask United Airlines. In 2008, musician Dave Caroll and his band Sons of Maxwell were traveling on United ...

The holiday season is fast approaching, which means many businesses are in the process of hiring and training seasonal employees. Holiday shopping can be stressful, which means providing exceptional ...

Here's a leadership truth that transcends industries: you can't expect world-class customer experiences from a disengaged team. The energy your people bring to work is the same energy your customers ...

Forbes contributors publish independent expert analyses and insights. Shep Hyken is a customer service/CX expert, author & keynote speaker. The world is discovering how powerful AI is in so many areas ...

In the constantly evolving world of digital engagement, a strong focus has been placed on the interconnectedness of customer experience (CX) and employee experience (EX). As more businesses move their ...

Over the past few decades, well-meaning business leaders have tried to build customer-centric workplaces to gain advantages over their competitors. The real key to success, however, starts with an ...

AI in the workplace is transforming business operations, fundamentally altering the employee experience. As organizations aim to boost productivity, engagement and overall satisfaction, AI ...

TORONTO & BARCELONA, Spain--(BUSINESS WIRE)--ServiceNow World Forum & Five9 CX Summit—ServiceNow (NYSE: NOW), the AI platform for business transformation, and Five9 (NASDAQ: FIVN), provider of the ...