The most advanced organizations are using adversarial simulation to stress-test AI against edge cases, confusion, and hostile ...

B2B renewals are won or lost 180 days before the contract expires. Dow serves as the gold standard for linking experience to commercial growth.

We all know good customer experience when we see it. For life insurance and annuity carriers, however, it is often hard to define and measure good customer experience. A new report by LIMRA and NEOS, ...

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 ...

Customer expectations aren't inching forward. They're sprinting. In our digital workplace, clients expect every interaction to be fast, informed, personalized, and consistent. For service-driven ...

Forbes contributors publish independent expert analyses and insights. Melissa Houston covers financial issues that affect women in business. Have you ever wondered how you can possibly stand out from ...

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 ...

In today’s competitive market, customer experience (CX) is the defining factor between business success and failure. A great product or service is not enough—customers expect personalized, seamless, ...

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.