Today, Transcom released 2026 CX Trends: Paradoxes Leaders Can’t Ignore, an industry report designed for enterprise customer experience, operations, and digital transformation leaders. The report ...

Forbes contributors publish independent expert analyses and insights. I am a Customer Experience Futurist, Author and Keynote Speaker. Aug 28, 2023, 11:00am EDT This article is more than 2 years old.

Customer experience has become more than just a priority; it's a competitive differentiator. With customers expecting consistent personalization across channels, proactive engagement and the ...

Providing exceptional customer experiences can really set you apart from your competition. Today's consumer expects a personalized experience from the companies they choose to engage with. In fact, ...

NPS alone no longer cuts it. Evolving customer experience metrics like CES and XQI are helping brands stay ahead in 2025 and beyond. Beyond NPS metrics. Customer experience metrics are evolving.

For years now, we analysts have been fed a steady diet of “UCaaS and CCaaS must come together.” Conceptually, it makes sense, as the communications channels are across both product areas are the same, ...

Customer service and customer experience (often referred to as CX) are two important terms that business owners and brands need to understand in order to thrive in today's competitive marketplace.

Generative artificial intelligence (AI) has burst into the public consciousness this year, thanks to the launch of ChatGPT in November 2022. In its first six months, it garnered more than 100 million ...

Customer experience, or CX, has always been not only a focus of much corporate attention but also the differentiating factor of most successful organizations. What has changed in recent years is the ...