CMSWire Advisory Board members reveal why operating models, decision rights and trust define the next era of CX.

In retail, customer experience drives loyalty, yet most organizations cannot pinpoint a single person responsible for it.

When service becomes automated, empathy becomes the differentiator. Customers will stay loyal to companies that show up with ...

Stephen Covey’s 7 Habits offer a surprisingly practical blueprint for CX teams navigating AI, alignment and rising customer ...

Agentic AI works like a behind-the-scenes service partner—anticipating needs, surfacing context and routing issues ...

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 ...

NEW YORK — National Retail Federation’s annual Big Show is a showcase of top retailers’ biggest priorities, and customer experience was top of mind. A common theme at this year’s conference was an ...

Customer experience shapes brand perception and loyalty, but gaps prevent many organizations from optimizing performance ...

SAN FRANCISCO--(BUSINESS WIRE)--Decagon, the leader in conversational AI agents for customer experience, today announced $131 million in s eries C funding, pushing its total funding to $231 million ...

American Express is delivering experience data to multiple levels across the company, in near real-time, to understand how it can better service its customers. American Express - or AmEx as it is more ...

Dental Intelligence Appoints Customer Experience Veteran Miles Dunn as VP of Customer Support, Reinforces Commitment to ...