In the past few years, the pace of AI development has accelerated dramatically, and organizations are racing to adopt these ...

"What gets measured gets managed," management theorist Peter Drucker famously said. And that is the basic principle behind traditional experience management programs, which focus on measuring customer ...

Marketers and customer experience (CX) professionals undoubtedly stand at the precipice of a new era. An era fueled by the profound potential of artificial intelligence (AI), a technology promising to ...

A good customer experience is the result of good knowledge management. Don't believe me? Here are three arguments why. To state the obvious: A good knowledge experience is one that is efficient, ...

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, ...

Opinions expressed by Entrepreneur contributors are their own. In February of 2020, Harvard Business Review published an article by Rob Markey that included some of the author’s own research on ...

Medallia Inc., the global leader in customer and employee experience management, has partnered with Northumbrian Water Group, ...

A new era in customer experience (CX) has arrived: predictive. Going forward, firms will need to embrace this or risk getting left behind. Sensing, analyzing, and acting predictively — to prevent ...

Nextiva, a leader in unified customer experience management, has established Customer Experience Day—a new annual international observance held every May 15 to recognize the people and businesses who ...

Increasingly, the payments manager is evolving from an operations lead into a strategist and innovator — elevating their ...

At Migros Bank, the leadership of the newly created Customer Relations & Experience unit within the Products & Marketing ...