Forbes contributors publish independent expert analyses and insights. I am a Customer Experience Futurist, Author and Keynote Speaker. Aug 28, 2023, 11:00am EDT This article is more than 2 years old.

As industries move into digital transformation, customer satisfaction appears to have become less of a boardroom agenda item. I believe the ethos of customer experience was lost as companies became ...

This was a rough year for customer experience. We’ve been hearing for years how important customer experience is to business, and a whole business technology category has been built around it, with ...

The art of crafting analytics dashboards goes far beyond displaying metrics on a screen. For marketing managers responsible for customer experience, these dashboards become the primary vehicle for ...

We’ve been hearing about the notion of customer experience forever, the idea that we could improve customer interactions with brands digitally. So far, the results have been mixed at best. Sierra, the ...

An online casual gaming company was testing a new piece of functionality. It did a standard A/B test where half of the players saw variant A and half saw variant B. The test concluded that variant A ...

When efforts to modernize customer experience focus too much on technology and not enough on content, your company risks wasting resources, falling behind the competition and losing customers.

Editor's Note: This article was updated on June 10, 2024 to include new data and information. The original content was authored by Scott Clark. Ongoing learning initiatives are vital for employee ...

For years now, we analysts have been fed a steady diet of “UCaaS and CCaaS must come together.” Conceptually, it makes sense, as the communications channels are across both product areas are the same, ...

Customer service and customer experience (often referred to as CX) are two important terms that business owners and brands need to understand in order to thrive in today's competitive marketplace.

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, ...

Leaders with Dell, PNC, Havas, Microsoft, KeyBank, PepsiCo, DXC, Schneider Electric and more will join the ISG Xperience Summit in Dallas.