Expertise from Forbes Councils members, operated under license. Opinions expressed are those of the author. In today's competitive landscape, customer experience (CX) stands as the key differentiator ...

Among enterprises, 77% are evaluating agentic AI for customer experience. But benefits will come only if companies can turn ...

Voiso, a global provider of AI-powered contact center software, has published new insights on how businesses can transform speech analytics data into measurable improvements in customer experience (CX ...

To effectively track customer retention and ensure growth, customer experience (CX) leaders must have a clear view of customer retention as a basic statistic, as well as lifetime value (LTV). By ...

Modern customer experience (CX) has evolved beyond simple data collection into a full-on engagement strategy, with many organizations taking a second look at buyer feedback to inform their CX ...

This customer experience (CX) thing can be a bit confusing and you'd be forgiven for wondering whether the current state of affairs is due to data management, complacency or both. It's one thing to ...

CX leaders are stewards of the customer voice throughout the organization: from ensuring it's accurately captured to representing it in company strategy. Gartner redefined customer experience ...

Today’s vehicles, including hybrid and electric, are more connected than ever. We may not be Jetson’s level yet (as much as we may have hoped), but contactless digital experiences have dramatically ...

First, we know data is incredibly powerful. It facilitates multi-channel, relevant content. Yet, Citizens gets even more from available data. Johnson explained, "We use data to drive decisions, but ...

Customer experience (CX) refers to all interactions customers have with an organization as well as their perceptions and feelings associated with that organization. McKinsey defines CX as “everything ...