For telcos, managing the complexity of modern networks has outpaced human capacity. The explosion of data and increasing ...

Chatbots only respond to customers’ simple questions. Agentic AI can perform complex tasks such as starting returns, ...

The ACE Rule transforms every employee into a chief of experience—turning data into empathetic, real-time customer action.

Customer experience, on the other hand, goes beyond the scope of customer service and includes brand interactions at any stage of a customer’s journey, starting from the first time you hear about a ...

Customer success is an ethos, not a department Establishing a customer success function is an excellent step towards enriching the customer experience. It is a built-in customer advocate within the ...

With a significant presence in Warren Buffett’s portfolio and strong hedge fund interest, The Kroger Co. (NYSE:KR) secures a ...

Customer experience is the key for companies to stay competitive, but simply establishing a customer experience (CX) program isn’t enough by itself.

Rightly, then, the next pillar of customer experience excellence relates to understanding and delivering on customer needs. It is somewhat worrying that only 38% of B2B firms perform well on this ...

Steve Jobs was a true customer experience and user experience thought leader, wildly and repeatedly successful at transforming the customer experience for millions of customers worldwide, through ...

According to Forrester’s (Nasdaq: FORR) global Customer Experience Index (CX Index™) 2025 rankings, ongoing challenges that drove last year’s decline in cust ...

Humana leads the industry on customer experience scores and is the only major national payer to land above the industry average, according to a new report from analysts at Forrester.