Forbes contributors publish independent expert analyses and insights. Shep Hyken is a customer service/CX expert, author & keynote speaker. Earlier this year, we surveyed more than 1,000 consumers in ...

With customer loyalty as volatile as the market itself, even the smallest oversight in CX can trigger a significant shift in consumer sentiment. As the year comes to a close, 2023 is shaping up to be ...

AI-powered insights. AI-driven predictive analytics allows marketers to forecast future customer behaviors and trends with greater accuracy. Real-time adaptability. By using real-time data and AI, ...

Successfully improving customer satisfaction through AI means becoming data-driven, prioritizing employee feedback and resources, and letting business goals guide technology deployment, says senior ...

Conversion is an alluring end-game, but it’s not the only one. Before we celebrate the small percentage of customers who convert, shouldn’t we understand the vast majority who don’t? “A man is dropped ...

ChatGPT can make a huge difference to your business’s operations, workflows, and overall productivity. With the right prompts, the large language model can write your emails, supercharge your ...

To create a unified customer experience across all of its digital platforms, Jersey Mike’s Subs, known for its fresh sliced/fresh grilled subs, has redesigned its website: jerseymikes.com. Built to ...

Companies are sitting on a wealth of valuable data that could be used to share relevant information with employees to improve the customer experience. However, this data can often be buried in ...

In 2026, the digital landscape continues to shift rapidly, making it more critical than ever for businesses to own their ...

Philippine Airlines (PAL) is undergoing significant digital transformation, leveraging Salesforce’s technology to improve customer experience and empower its employees. In an interview with Computer ...

FORT KNOX, Ky. – The U.S. Army Human Resources Command has launched a significantly updated website aimed at improving accessibility and streamlining services for Soldiers, their Families and Army ...