To be fair, our obsession with frictionless experiences stems from a legitimate fear: In a world of infinite choice, a single ...

For decades, many organizations have tried customizing certain aspects of their marketing, sales, and customer experiences.

A noticeable shift is underway as the CMO skill set is being called upon to deliver an experience that impresses customers and guides them as they start their journey. The Fast Company Executive Board ...

Building an effective customer experience practice is clearly important. But doing so requires a holistic approach. Forrester analyst Maxie Schmidt recently noted that for certain industries, ...

In most cases, poor customer experiences are rooted in inefficient or outdated processes and technology — or at times, both. By now, businesses have spearheaded multiple initiatives around customer ...

It's easy to overlook customer care services. In the grand scheme of your operations, it seems like a small piece of a much larger puzzle. However, inbound customer care is critical to the reputation ...

“Customer experience” has become an industry buzz phrase over the past year — and it has led many leading convenience store chains to enhance, and sometimes even reinvent, the experience their ...

Customer experience is the overall experience a customer has, from start to finish, with every aspect of your business and your brand. Customer experience is the total impression your business leaves ...

Good document management is often overlooked or left to homegrown systems, but it’s not clear why. Shouldn’t your customers’ ...

Forbes contributors publish independent expert analyses and insights. Gary Drenik is a writer covering AI, analytics and innovation. Astoundingly simple purchases have become table stakes in 2021.

Research by consultant Accenture forecasts the economic impact of generative artificial intelligence (AI) in the enterprise. The 2024 report suggests more than $10.3 trillion in additional economic ...