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

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 ...

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

In most cases, poor customer experiences are rooted in inefficient or outdated processes and technology — or at times, both.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 ...

The most advanced brands in CX are weaving empathy throughout the brand to consumer experience, from initial interaction to well beyond purchase. Eighty-six percent. That’s the proportion of people ...

“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 (CX) has become the most powerful differentiator ... the next frontier will be the alignment of people, ...

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 ...

Retailers are under increasing pressure to do more with less. With disruptions in the supply chain, rising inflation, changing consumer behavior, and fluctuating demand all combining to create a ...