Your frontline teams are your brand. They influence satisfaction more than any marketing campaign ever will. But they can't ...

Friction isn’t always a flaw. When effort is intentional and optional, it can turn routine interactions into experiences ...

Model Context Protocol (MCP), a new open standard that defines how AI systems connect to data and tools, helps solve the ...

The 2026 CX roadmap must shift from reactive fixes to proactive, cross-functional planning, measurable customer value, & long ...

Forbes contributors publish independent expert analyses and insights. Shep Hyken is a customer service/CX expert, author & keynote speaker. Whenever I get the chance to interview the CEO of a major CX ...

Annette Franz, CCXP, is founder and CEO of CX Journey Inc., a customer experience consultancy; she's a coach, keynote speaker, and author. I spend a lot of time talking to leaders about the value of a ...

In this article, we’ll examine these four retail engagement shifts and share how leading retailers are adapting their ...

Discover how digital experience platforms are redefining customer engagement in 2026 through personalization, omnichannel ...

Yet, while many organizations recognize the value of keeping customers, far fewer appreciate the full spectrum of losses that arise when performance is merely “good enough.” The hidden costs of ...

Whereas large language models (LLMs) attracted consumers well before enterprise users, SaaS platforms are driving the use of embedded AI agents to improve employee experience and productivity. AI ...

RALEIGH, N.C.--(BUSINESS WIRE)--Red Hat, Inc., the world's leading provider of open source solutions, today announced the transformation of its global partner experience to offer greater simplicity, ...

90% of Canadians say that a bank’s customer experience is as important as – or more important than – its products and services. Canadian consumers largely approve of their banks’ communication methods ...