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 ...

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 ...

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 customer experience are ...

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 ...

Too many organizations treat CX as a function, not a culture, leaving growth, loyalty and employee alignment on the table. Leadership drives change. CX culture only takes root when senior leaders ...

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 ...

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 ...

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 ...

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 ...