A positive customer experience is fundamental to the success of any business, including B2B organizations. Qualtrics research found bad customer service could cost more than $3.7 trillion globally.

This content is produced by a member of The Drum Network, a paid-for membership club for CEOs and their agencies who want to share their expertise and grow their business. As consumers we all put ...

According to a recent patient survey, the average in-office appointment is just 12 minutes long. In this short span of time, patients may experience some of their most monumental life moments, good ...

Cost of living crisis. Supply chain disruption. Threats of a recession. Business leaders, seeking to protect business growth and revenue, have never been under so much pressure to deliver first class ...

Guardian finds employees who have a positive leave experience are 75% more likely to stay at their job for 5-plus years PR Newswire NEW YORK, Oct. 27, 2025 Amid changing workforce expectations, report ...

Mount Sinai researchers have identified for the first time the neural mechanisms in the brain that regulate both positive and negative impressions of a social encounter, as well as how an imbalance ...

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 ...

Everyone today is looking for a knock-your-socks-off customer experience, and they know the best companies out there are already doing it. I saw some great insights on how to do it in More Is More by ...

AI-driven insights are reshaping customer experience (CX). What once felt experimental is now becoming a central part of how brands listen, respond and deliver value. With AI in CX, businesses can now ...

Forbes contributors publish independent expert analyses and insights. Susan LaMotte writes about the employee-employer relationship. The demand for talent never stops. It ebbs and flows based on the ...