Here are three AI-driven shifts that, if harnessed, will redefine how we approach customer experience in the future.

The removal of certain offerings and key business positions can ultimately cause irreparable damage to the customer ...

SCALA.AI co-founder and CEO Ardie Sameti (left) and co-founder/executive chairman Raj Singh. Concur co-founders Raj Singh and ...

“Businesses seeking AI-driven value in customer experience will deploy specialized AI agents with domain expertise in product lines, inventory, pricing, delivery, and legal constraints,” says ...

Customer experience professionals can adapt Lean Six Sigma principles to improve CX programs. Here's how. Improving customer experience is on the radar of most organizations (we hope).

Customer experience (CX) is a leading driver of brand loyalty and organizational performance. According to NTT’s State of CX 2023 report, 92% of CEOs believe improvements in CX directly impact ...

Customer experience, on the other hand, goes beyond the scope of customer service and includes brand interactions at any stage of a customer’s journey, starting from the first time you hear about a ...

Therefore, your customer experience process, like a Rube Goldberg, has only one chance to make it work before things go completely berserk. It Starts With a Need, It Ends with Loyalty, But It's ...

The company is laying the foundations to make Starbucks “once again the gold standard in customer service” and is planning to ...

Customer experience is one of the key ways we try to add value—not just in the services we deliver, but in the way we support and connect with the people behind every brand we work with.

The research leverages a social sciences-based framework that evaluates the most important human elements of experience and accurately predicts customer satisfaction and loyalty. This framework ...