The most advanced organizations are using adversarial simulation to stress-test AI against edge cases, confusion, and hostile ...

AI-driven customer experience solutions are rapidly becoming a key competitive differentiator globally, with Türkiye-based ...

B2B renewals are won or lost 180 days before the contract expires. Dow serves as the gold standard for linking experience to ...

As trust erodes and AI accelerates, Experience 5.0 emerges as the framework connecting technology, ethics and human value.

Hayete Gallot joined Google in April 2025 to spearhead a new division focused on helping customers adopt the company's cloud ...

This is the sixth year that I’ve compiled a set of customer experience-related predictions for the coming year. For each article, I gather together a set of predictions that have been sent to me over ...

CEO Dan Schulman said the company will deploy AI at scale to help it reduce complexity, anticipate customer pain points and personalize interactions.

Industries like retail, banking, transportation and food service have undergone massive digital transformation in recent years by leveraging new technologies to enhance consumer experience. As a ...

When reviewing job growth and salary information, it’s important to remember that actual numbers can vary due to many different factors—like years of experience in the role, industry of employment, ...

Forbes contributors publish independent expert analyses and insights. Shep Hyken is a customer service/CX expert, author & keynote speaker. There is an old saying that customer service happens when ...

The role of pharmacies has changed over the years, but especially since the Covid-19 pandemic. Although pharmacies’ retail health push has made it easier for adults to get vaccines and other forms of ...

Oakland, Calif.-based Kaiser Permanente ranked No. 1 in consumer experience among health plans, according to a study by market research firm Forrester in Cambridge, Mass. Forrester’s U.S. Health ...