Dr. Francis Goh has been an innovator and technical expert a strategist, board member, leadership mentor and sought after public speaker. Today he spends his career advising customers and fellow ...

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

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

Is customer feedback relevant in all situations? While feedback is helpful in development efforts, its implementation very much depends on values and purpose. India has a rich guru-shishya tradition.

Digital experiences have come a long way, but technology can’t replace in-store shopping, especially for specialty retail stores. “Stores are valuable assets,” Jon Copestake, EY Global consumer senior ...

Marketing, Kotak Mahindra Bank, says each customer insight is a key opportunity for banks to innovate and stay competitive in a rapidly evolving market ...

As brands compete for increasingly price conscious consumers, customer experience (CX) has become a decisive differentiator. Yet many struggle to deliver, constrained by outdated systems, fragmented ...

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

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 ...

A reduction in the price of a pint of Guinness is among a host of changes Cheltenham have announced aimed at further improving the customer experience for the season ahead including the four-day ...

Alchemer LLC, a provider of customer experience and voice-of-the-customer software, recently acquired Chatmeter, a customer-intelligence platform for multi-location businesses.