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 ...

Outcomes drive strategy. Experience management is becoming a business-wide framework linked to revenue, efficiency and customer health. Experience management outcomes are no longer theoretical ...

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

In the upcoming book, "Personalized," the authors emphasize that personalization is essential throughout the customer journey. Their research highlights that leaders in personalization consistently ...

Forbes contributors publish independent expert analyses and insights. I teach growth leaders how to grow revenues, profits and firm value. I recently led several executive panels at the Customer ...

Consumers are no longer influenced only by product features or pricing—they're increasingly swayed by the overall experience a brand provides, whether it's through customer service, product usability ...

Stick the word “customer” in front of any technology initiative and you command attention. Customer experience (CX) in particular is a hot button, a set of practices, recommendations, and tools that ...

Companies are sitting on a wealth of valuable data that could be used to share relevant information with employees to improve the customer experience. However, this data can often be buried in ...

FREMONT, Calif.--(BUSINESS WIRE)--Most broadband service providers plan to introduce technology which automatically directs greater bandwidth and lower latency to the services being used by customers, ...