Generative AI is transforming customer experience (CX) and support, but trust, accuracy, and empathy still depend on people.

When you’re expanding your business into a foreign market, the user experience you provide online can make all the difference. According to a 2023 Salesforce survey of 11,000 global consumers, 80 ...

Most retailers experienced slower growth in 2023 compared to 2022. This is the case for luxury brands as well as markets including the U.K. Fewer people are going to shops, and even those who do are ...

In their earliest days, digital brand communications, like business-to-customer text messages, were revolutionary. Consumers benefited from direct access to deals and news about the brands they loved, ...

Business leaders know that customer experience and employee experience are intertwined. If an employee is happy in their position, they’re more likley to provide better service. But while 97% of CEOs ...

You probably have heard of those special dates on the business calendar. Think National Fun at Work Day, Employee Appreciation Day, National Bike to Work Day, or even National Salesperson Day. While ...

As business owners and leaders, it’s essential to recognize that we are all consumers as well. Think about how you feel when you receive either excellent or poor customer service from a company. A ...

Even though enterprises believe that consistently delivering positive customer interactions is very important to business success, nearly six in 10 industry leaders say their businesses aren’t very ...

Customer Service Week is a great opportunity to celebrate the vital role customer service plays in our businesses and ...

Verizon Consumer Group CEO Sowmyanarayan Sampath outlines the company’s AI strategy, customer experience goals and New Jersey ...

Successful healthcare organizations can distinguish between the patient experience and the customer experience. Healthcare organizations need to focus on both the patient experience and the customer ...