Reveals patterns behind every consumer interaction and conversation across apps, websites, and AI agents, uncovering growth opportunities, friction, inefficiencies, and confusion in experience to ...
The intersection of AI and customer experience has paved the way for innovative, efficient, and personalized interactions between businesses and consumers. The stakes are high and the opportunities ...
Forbes contributors publish independent expert analyses and insights. Shep Hyken is a customer service/CX expert, author & keynote speaker. Earlier this year, we surveyed more than 1,000 consumers in ...
Artificial intelligence (AI) is reshaping how businesses interpret the Voice of the Customer (VoC), elevating customer feedback to actionable insights for product enhancement and proactive service.
In customer experience leadership, it is easy to get swept up in the urgency of daily operations—handling complaints, fixing broken processes, and responding to customer issues as they arise. This day ...
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 ...
Most managers now understand that they must deliver value not just through their offerings, but also from the entire customer journey. Doing so improves customer satisfaction, bolsters sales, and ...
Over the past few years, business leaders have dealt with incredible uncertainties—from the pandemic to inflation to geo-political conflicts—that have had a direct impact on their businesses and ...
As building and maintaining customer trust becomes integral to long-term success, US customer experience (CX) leaders are stepping up with new strategies and tools aimed at strengthening brand ...
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