Research has shown that measuring customer surplus value, or now how much compensation a customer requires to forgo the brand ...

Tom Primrose, Strategy Director at creative digital agency Nonsense, explores the often overlooked value of brands spending ...

The restaurant industry in 2026 feels different – not because consumers have stopped dining out, but because they are dining ...

Banks and other financial services combine omnichannel communications, artificial intelligence and automation to transform ...

Despite the vast technological and attitudinal changes in customer experience delivery over many decades, many organizations still don’t know where to put CX, Forrester Research concludes in a new ...

Failures like over-automation, inconsistent service, lack of personalization and poor communication erode trust and loyalty. Poor problem resolution, ignoring feedback and failing to adapt to customer ...

For decades, the contact center has been a paradox. It is essential to every enterprise, yet it’s not always treated that way: chronically underinvested, fragmented and inefficient. Customers still ...

I’ve been in the customer experience technology space long enough to remember when integrating two systems was considered a major victory. Today, I’m watching organizations grapple with something far ...

Dr. Francis Goh has been an innovator and technical expert a strategist, board member, leadership mentor and sought after public speaker. Today he spends his career advising customers and fellow ...

For more than a decade, artificial intelligence (AI) has been steadily evolving and expanding to reshape how we live and work. From speech recognition and language processing to self-driving cars, ...