Alorica's CMO, bringing large-scale transformation to brands and creating a personalized CX via digital/traditional channels for 20+ years. Turning around negative customer experiences (CX) is as ...

Forbes contributors publish independent expert analyses and insights. Shep Hyken is a customer service/CX expert, author & keynote speaker. This voice experience is generated by AI. Learn more. This ...

Up to 40% of AI-enabled CX initiatives fail. The CX tools themselves are rarely the problem; more of the challenge is the data feeding the tools. The data trap is the growing gap between the static ...

In 2025, Customer Experience (CX) goes beyond mere digitalisation, emphasising the importance of empathy, humanized service, and emotional connections, particularly in the context of India's cultural ...