Chances are, you currently have apps for a variety of needs: an app for booking transportation, an app for exploring activities at a vacation destination, a separate one for booking a stay or even for ...

AI and the CXO are reshaping customer experience as leaders build adaptive systems that respond in real time to customer needs and expectations.

Here’s what you must track to understand what’s on the minds of your customers and what influences their buying decisions. Only 54% of sales professionals go beyond selling their product and help ...

Customer service is the new competitive battleground. Businesses often rely on promotions, discounts and low prices to attract and retain customers. However, where low prices and promotions once ...

Opinions expressed by Entrepreneur contributors are their own. Customer service has never been more important. Today’s customers not only desire fast and seamless service but also expect a ...

The past two years have seen a massive surge in artificial intelligence, especially generative AI and the large language models (LLMs) that fuel it, leaving companies and customer experience leaders ...

Many service systems have servers with different capabilities and customers with varying needs. One common way this occurs is when servers are hierarchical in their skills or in the level of service ...

Enter design thinking—an approach that goes beyond mere products to delve deeply into customer experience, transforming everyday banking into an intuitive, engaging, and satisfying journey. How can ...

I would argue that the most important indicator of a brand’s health is customer loyalty. For leaders, building and sustaining strong customer loyalty is the holy grail. Leaders talk a lot about how to ...

Data-driven customer segmentation allows you to analyze if there are several distinct groups in your addressable market and what they are. Customer-centricity is the process of continuously optimizing ...

Artificial intelligence (AI) is reshaping how businesses interpret the Voice of the Customer (VoC), elevating customer feedback to actionable insights for product enhancement and proactive service.

The marketing department needs to undergo a dramatic change to exploit technology and meet changing customer needs, an Economist Intelligence Unit survey on behalf of Marketo has shown. Eighty-one per ...