Dr. Francis Goh has been an innovator and technical expert a strategist, board member, leadership mentor and sought after ...

Leading organizations are shifting toward holistic, adaptive AI that automates the entire customer journey. This integrated approach treats AI as a dynamic, evolving system rather than a static tool ...

Many B2B buyers are looking for — and expect — a buying experience like that of a B2C customer and most put their buying experience on the same level of importance as the products and services sold to ...

The shift to intelligent CX represents a fundamental evolution from viewing AI as a collection of tools to seeing it as the ...

It’s popular for companies to declare they are customer-centric, focused on customer experience, obsessed with the customer, and so on. But, there’s a major disconnect between executive pronouncements ...

As brands compete for increasingly price conscious consumers, customer experience (CX) has become a decisive differentiator.

The CX discipline is growing up — shifting from adolescence to college years, where clarity, accountability and measurable ...

In Joe Pine's influential book, "The Experience Economy," he introduces a captivating perspective: the idea that the customer experience is analogous to theatre. This analogy shines a spotlight on how ...

Is customer feedback relevant in all situations? While feedback is helpful in development efforts, its implementation very ...

Bisignano spoke about the agency's "enhanced workflows" even as the SSA faces staff reductions under the Trump administration ...

A spoon and fork on a plate, on a restaurant table - Penpak Ngamsathain/Getty Images The customer is always right, as the saying goes. So what better way to measure restaurants than through customer ...

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, ...