As the century-old mantra falls into obscurity, CX leaders contend with nuance and the true range of customer behavior.

The 2026 CX roadmap must shift from reactive fixes to proactive, cross-functional planning, measurable customer value, & long ...

Forbes contributors publish independent expert analyses and insights. Kathleen Walch covers AI, ML, and big data best practices. Sep 29, 2024, 11:42am EDT Many companies are turning to AI to help with ...

Quiq reports nine key customer service challenges, emphasizing setting clear expectations, training for empathy, and ...

Every retail initiative, whether it’s AI, personalization or supply-chain transparency, depends on trustworthy customer data.

At its core, customer relationship management (CRM) is all of the activities, strategies and technologies that companies use to manage their interactions with their current and potential customers. A ...

Salesforce CEO Marc Benioff says AI and human customer service agents are indistinguishable. Benioff said AI agents had reached "another level of capability." Customer service is seen as one of the ...

Opinions expressed by Entrepreneur contributors are their own. “The customer is always right” may feel like a cliche, but it highlights a crucial component of doing business: making customer ...

This is a preview of a research report from Business Insider Intelligence, Business Insider's premium research service. To learn more about Business Insider Intelligence, click here. The quality of ...

If customers could diagnose their own problems and come up with workable solutions on their own, they would do so. The reason that they’re turning to you and your firm is that they’re stuck and need ...

Many organizations spent 2020 scrambling to catch up on decades-old trends, such as working from home, online commerce, and virtual events. What had long been a priority had suddenly become the ...

You’re not alone: Companies and government agencies seem more difficult to deal with than ever before. Customer experience in the U.S. has declined for the third year in a row, according to research ...