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.

Many organizations invest heavily in tracking and improving the customer journey to support customer satisfaction (CSAT) and Net Promoter Scores (NPS), but they still struggle to make a measurable ...

For the past 20 years, the financial services industry has been obsessed with the “customer experience.” Executives have been convinced—and convinced themselves—that financial products are commodities ...

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 ...

Measuring customer satisfaction in consumer markets is relatively straightforward. Many buyers are only too willing to offer star ratings, share their opinions on social media and respond to ...

A DXP is often critical to achieving that competitive edge — but defining what it is depends on who you ask. Selecting the right digital experience platform (DXP) is often a critical decision for CX ...

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, ...

According to Forrester’s (Nasdaq: FORR) global Customer Experience Index (CX Index™) 2025 rankings, ongoing challenges that drove last year’s decline in customer experience (CX) quality — weaker ...