Balancing AI and humanity. The future of customer experience lies in blending AI’s efficiency with human insights to create authentic, emotionally engaging interactions. Emotional intelligence in CX.

James Wise expanded the global reach of The Human Experience by releasing the book in various languages, sharing a powerful message of transformation worldwide. I wrote The Human Experience to remind ...

CMSWire 2025 Contributor of the Year Colleen Lonsberry argues that efficiency alone can’t replace empathy — even in AI-driven ...

In 1999 Joseph Pine II wrote the book, The Experience Economy, which explained the transfer from customer service to customer experience. Since then practically most enterprises have embraced what is ...

At the heart of AI is the goal of elevating human potential. When technology manages mundane or repetitive tasks, we are free to focus on creativity, collaboration, and decision-making. By offloading ...

We are living in a rapidly changing digital landscape, shaped and influenced by advances in artificial intelligence. The transformational impact of these technological strides on our everyday lives ...

In most organizations, the term “employee experience” is misunderstood, often reduced to perks, policies or engagement scores. But at its core, the employee experience is the sum of all touchpoints an ...

Renzo Lanfranco receives funding from the Swedish Research Council (Vetenskapsrådet) and the Strategic Research Area Neuroscience (StratNeuro). Most of us go through the day without thinking much ...

For René Descartes, minds were essentially thinking (or feeling) things. For the founding fathers of behaviorism, minds were identical with behaviors—talking, habits, dispositions to act in one way or ...

Most of us go through the day without thinking much about our bodies – until something goes wrong. Yet beneath that apparent simplicity lies a remarkable achievement: the brain must constantly knit ...