A new book, “The Augusta Principles,” explores how the Masters shares something in common with the most respected brands in ...

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

For many executives, customer experience (CX) is often equated with customer service, the operational support involved with ...

AI copilots, governance frameworks, and human oversight can close the readiness gap and deliver trust at scale.

Leading organizations are shifting toward holistic, adaptive AI that automates the entire customer journey. This integrated ...

To meet rising customer expectations, CRM systems need to play larger roles beyond just tracking sales or contacts, instead serving as intelligent, end-to-end, AI-driven engagement platforms.

Customer pain points occur when a shopper’s needs or goals are disrupted by issues such as long queues, unavailable products ...

Shopify reports that customer feedback drives business success by guiding product development, evolving marketing strategies, ...

Our sound system was on the fritz. Had been for some time. And after being tempted by a non-stop barrage of Prime Day advertising, I was primed to see what kind of a deal I could scoop up on a new ...

In a world where brand loyalty is fleeting and customer attitudes are changing by the hour, predicting—rather than just reacting—has been a game-changer. The future of customer experience (CX) is ...

Imagine stepping off your plane and feeling … relieved. The sense that things are flowing, people are helpful, and even the ...

First City Monument Bank, one of Nigeria’s leading customer-focused financial institutions, has entered into a strategic ...