The rise of the CXO hasn’t fixed customer experience. It’s masked the real problem: ownership without execution.

The most advanced organizations are using adversarial simulation to stress-test AI against edge cases, confusion, and hostile ...

CDI goes beyond collecting data, focusing on accuracy, governance and real-time access that modern CX depends on.

Forbes contributors publish independent expert analyses and insights. Shep Hyken is a customer service/CX expert, author & keynote speaker. There is an old saying that customer service happens when ...

Industries like retail, banking, transportation and food service have undergone massive digital transformation in recent years by leveraging new technologies to enhance consumer experience. As a ...

Accenture is urging companies to swap out their customer experience (CX) focus with a much broader approach that it calls the business of experience (BX). The firm has noted that while CX has ...

When reviewing job growth and salary information, it’s important to remember that actual numbers can vary due to many different factors—like years of experience in the role, industry of employment, ...

Customer experience faced serious challenges during the pandemic. Now, there’s no looking back. Customers want it all, and really there’s no excuse for them not to get it. Digital, in-store, mixed ...

The role of pharmacies has changed over the years, but especially since the Covid-19 pandemic. Although pharmacies’ retail health push has made it easier for adults to get vaccines and other forms of ...

As healthcare patients evolve into empowered consumers, they expect clarity, convenience and compassion in every interaction – and they opt for healthcare organizations that deliver on all three. That ...

Oakland, Calif.-based Kaiser Permanente ranked No. 1 in consumer experience among health plans, according to a study by market research firm Forrester in Cambridge, Mass. Forrester’s U.S. Health ...