Recently, I had the privilege of reviewing Tiffani Bova's new book, "The Experience Mindset." In it, Bova links customer experience best practices with people, culture, processes and technology. She ...

Understanding and implementing exceptional CX design is key to standing out in a crowded marketplace and building lasting relationships with one’s customers. Customer experience design (CX design) has ...

Delivering great customer experience—and fixing issues before customers even know there’s a problem—goes far beyond just your contact center. Your whole organization needs to be involved. Read this ...

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From designing flexible systems and developing talent to maintaining a quality CX, scaling a service business is rarely as ...

Forbes contributors publish independent expert analyses and insights. I am a Customer Experience Futurist, Author and Keynote Speaker. Contact centers substantially impact the customer experience, but ...

Every interaction between a company and a customer is an opportunity. For the company, it’s a chance to reinforce brand quality and value with the goal of achieving customer satisfaction and loyalty.

Cisco has rolled out an AI agent-based system that promises to meld a host of enterprise infrastructure data from best practices, security advisories and configuration details and more to give ...

When was the last time your customer experience team sat down with your security experts? If the answer isn’t ‘recently’, your business might be more vulnerable than you think. As I read a recent ...

WASHINGTON, DC - SEPTEMBER 21: Sen. Rob Portman (R-OH) speaks to Sen. Gary Peters (D-MI) at a hearing to discuss security threats 20 years after the 9/11 terrorist attacks at the U.S. Capitol on ...