Forbes contributors publish independent expert analyses and insights. I am a Customer Experience Futurist, Author and Keynote Speaker. Aug 28, 2023, 11:00am EDT This article is more than 2 years old.

Your frontline teams are your brand. They influence satisfaction more than any marketing campaign ever will. But they can't deliver great service if they can't see the full picture. If your frontline ...

DIfferentiation beyond AI is essential when companies have access to the same platforms. Leveraging employees in the customer ...

The Fast Company Executive Board is a private, fee-based network of influential leaders, experts, executives, and entrepreneurs who share their insights with our audience. BY Barak Eilam Though ...

What if the key to growing your business was hidden in your customers’ feedback? In this sponsored episode of Ten Minute Talks, Diego Sanchez, President of HousingWire, sits down with Dan Bailey, ...

As trust erodes and AI accelerates, Experience 5.0 emerges as the framework connecting technology, ethics and human value.

If we ask our employees open-ended, probing questions and are willing to have an open mind to not only ‘hear’ what they have to say but really ‘listen’ to their feedback — with zero ego attached — it ...

AI and the CXO are reshaping customer experience as leaders build adaptive systems that respond in real time to customer needs and expectations.

Understanding customer feedback is important to improve products and services, enhance customer satisfaction, and drive business growth. Several customer feedback analysis tools have emerged to help ...

ANN ARBOR, Mich.--(BUSINESS WIRE)--The retail sector continues to face a shifting and dynamic environment, with some brands thriving amid economic pressures while others struggle to maintain customer ...

Customer service and customer experience (often referred to as CX) are two important terms that business owners and brands need to understand in order to thrive in today's competitive marketplace.