CX organizations are grappling with an unprecedented imperative to harness AI's transformative potential. They’re under pressure not merely to adopt AI, but to assess its longer-term, game-changing ...

Despite its central importance to the success of every business, customer experience is rarely implemented as effectively as it could be by leadership teams. This happens because customer experience ...

Abbott and Alderson first introduced the concept of customer experience in the 1950s, and since then, many numerous models, articles and numerous scientific titles have been published. Creating a ...

It’s no secret that customer experience (CX) and employee experience (EX) are inextricably connected. According to a Harvard Business Review article, employee experience is the key driver of customer ...

In today's competitive landscape, customer experience (CX) stands as the key differentiator for businesses globally. The stakes are undeniably high, with a staggering $3.8 trillion in sales at risk ...

By Charlotte Sarfowaa AKAN-DUNCAN The beginning of a new year often brings a sense of renewal across organisations. Leadership teams refine goals, strategies are refreshed, and commitments to improve ...

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, ...

In business, there is no one team that is solely responsible for customer happiness. When it comes to customer engagement and support, all departments play a role in developing a positive customer ...

Infosys has launched the Infosys Customer Experience Suite for Salesforce, a set of enterprise solutions designed to automate and optimise customer engagement processes. The release extends Infosys’s ...

Joyce Ercolino, director of digital excellence and customer experience at Harmony Biosciences, shares her go-to pharma CX framework with Marc Iskowitz. She also delves into how medical marketers can ...

In every sector, technological advances are raising customers’ expectations regarding how they should be able to interact with brands. The banking and finance sector, which has long emphasized product ...