Even if improving customer experience isn't your primary goal in digital transformation, it is important to understand how CX connects to your initiative. Companies have many reasons for prioritizing ...

With so many brands in a race to compete on customer experience, it can often take a lot to pull ahead of the pack. For organizations that have a disconnected experience for consumers, or that 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 ...

Verizon is unveiling what it dubs the "most significant customer experience transformation" to date, which includes a new app and a major upgrade to customer support. Sowmyanarayan Sampath, CEO of ...

If you want to create a culture where digital transformation thrives, where customer experience is paramount, what should you do? Company culture is the personality of your company and it plays a ...

When Karen Lynch took over as CVS Health CEO in 2021, one of her aspirations was to make the company one of the most consumer-centric organizations in healthcare. CVS Health has taken large steps in ...

In a world where the digital revolution is reshaping every corner of our lives, the banking sector stands at a crucial crossroads. The pandemic has not just accelerated the digital transformation in ...

Customer experience (CX) is critical to any business. In 2020, around 27% of brands improved CX quality, 13% higher than in 2019, according to consumer surveys by Forrester. Back then, companies ...

Expertise from Forbes Councils members, operated under license. Opinions expressed are those of the author. The past year has been a watershed event for marketers that exposed weak spots in digital ...

Customer experience and digital transformation are two terms we’ve been hearing about for years, but have often remained nebulous in many organizations — something to aspire to perhaps, but not take ...

AI is revolutionizing contact centers, enabling businesses to offer highly personalized and efficient customer experiences. To stay competitive, companies must embrace technologies like automation and ...

Our fast-paced, tech-centered world has fostered the expectation of instant gratification. When we have questions, concerns and issues with a supplier, we do not expect to wait for hours on hold. We ...