CX organizations are grappling with an unprecedented imperative to harness AI's transformative potential. They’re under pressure not merely to adopt AI, but to assess its longer-term, game-changing ...

The Measure. Train. Coach. 2.0 customer experience framework will debut at the upcoming Trinity Forum in Doha (5-6 February).

Despite its central importance to the success of every business, customer experience is rarely implemented as effectively as it could be by leadership teams. This happens because customer experience ...

In today's competitive landscape, customer experience (CX) stands as the key differentiator for businesses globally. The stakes are undeniably high, with a staggering $3.8 trillion in sales at risk ...

Steps CMOs can take to become more successful in delivering customer experiences that add value for both the customer and the organization. CMOs want to make CX investments that will drive the most ...

In 2024, I believe we will see unprecedented changes in customer experience, facilitated by the interplay of two trends: end-to-end customer journeys taking place on a single messaging app or digital ...

Experience is a competitive advantage—one that every leader in business should acknowledge. Many businesses can see huge increases in revenue from just one point of customer experience improvement, ...

Joyce Ercolino, director of digital excellence and customer experience at Harmony Biosciences, shares her go-to pharma CX framework with Marc Iskowitz. She also delves into how medical marketers can ...

Telecommunications giant Verizon is announcing a new suite of customer service experiences for consumers of its phone and internet offerings. Among other enhancements, Verizon customers now have ...

Infosys has launched the Infosys Customer Experience Suite for Salesforce, a set of enterprise solutions designed to automate and optimise customer engagement processes. The release extends Infosys’s ...

If we ask our employees open-ended, probing questions and are willing to have an open mind to not only ‘hear’ what they have to say but really ‘listen’ to their feedback — with zero ego attached — it ...