Forbes contributors publish independent expert analyses and insights. I am a Customer Experience Futurist, Author and Keynote Speaker. Nearly every aspect of life today is dramatically different than ...

Customer experience is a global principle. Although it might look different in each location, the concept is always the same: customers want to be valued and should be central to a brand. These 25 ...

“The way we think about this [customer experience] is that it’s not just about customer satisfaction. We live in an experience economy. What that means is that satisfaction is the lowest minimum bar,” ...

The term “customer experience” is all the rage these days. It’s about how a consumer interacts with a specific company or brand, whether that be online or offline. When my email marketing company, ...

Explore generative AI in financial services: how it works, top use cases, customer experience gains, key risks, and ...

Editor's Note: This article was updated on June 10, 2024 to include new data and information. The original content was authored by Scott Clark. Ongoing learning initiatives are vital for employee ...

Today, African-American, Asian-American and Hispanic consumers account for more than 120 million people combined (38% of the total U.S. population) and are increasing by 2.3 million per year. With ...

Professional Development: Business Lessons from Disney Institute. By Bruce Jones, Senior Programming Director, Disney Institute Walt Disney once said, “Whatever you do, do it well. Do it so well that ...

Explore why approaching Customer Experience (CX) as a technology project leads to failure, and discover the importance of a ...

Cutting customer experience favors short-term expense savings over longer term revenue gains. A recent article in the New York Times highlighted a concerning byproduct of the current inflation scare: ...