New approach focuses on fixing the operational and technology failures that cause customer dissatisfaction You don’t ...

When Autodesk transitioned into a subscription-only software company a few years ago, it was not just about changing its business model. The move also required the design and engineering software firm ...

In today’s competitive business landscape, entrepreneurs constantly seek ways to enhance customer experience to drive business loyalty. Understanding and prioritizing customer needs is paramount to ...

Charisma Glassman is Senior Partner & Global Head of Retail Advisory at Genpact, helping global brands transform the end-to-end value chain. In today’s retail environment, consumers expect more than ...

Steps CMOs can take to become more successful in delivering customer experiences that add value for both the customer and the organization. CMOs want to make CX investments that will drive the most ...

Anna Convery-Pelletier is CMO at Jumio, a provider of automated, AI-driven identity verification, risk assessment and compliance solutions. In today’s competitive landscape, where every interaction ...

Whereas large language models (LLMs) attracted consumers well before enterprise users, SaaS platforms are driving the use of embedded AI agents to improve employee experience and productivity. AI ...

Measuring customer satisfaction in consumer markets is relatively straightforward. Many buyers are only too willing to offer star ratings, share their opinions on social media and respond to ...

Abbott and Alderson first introduced the concept of customer experience in the 1950s, and since then, many numerous models, articles and numerous scientific titles have been published. Creating a ...

Experiences are, at their core, emotional for customers. Whether it’s the frustration of being stuck in a middle seat on a long flight, the excitement of waiting hours to taste a special meal, the ...