Avoid fragmented journeys. Maintaining a smooth, seamless customer journey is essential for higher satisfaction. Transform business silos. Employ effective leadership strategies to break down ...

Even if improving customer experience isn't your primary goal in digital transformation, it is important to understand how CX connects to your initiative. Companies have many reasons for prioritizing ...

With so many brands in a race to compete on customer experience, it can often take a lot to pull ahead of the pack. For organizations that have a disconnected experience for consumers, or that are ...

Verizon is unveiling what it dubs the "most significant customer experience transformation" to date, which includes a new app and a major upgrade to customer support. Sowmyanarayan Sampath, CEO of ...

The Fast Company Executive Board is a private, fee-based network of influential leaders, experts, executives, and entrepreneurs who share their insights with our audience. Similarly, MIT researchers ...

When Karen Lynch took over as CVS Health CEO in 2021, one of her aspirations was to make the company one of the most consumer-centric organizations in healthcare. CVS Health has taken large steps in ...

Customer experience (CX) is critical to any business. In 2020, around 27% of brands improved CX quality, 13% higher than in 2019, according to consumer surveys by Forrester. Back then, companies ...

In a world where the digital revolution is reshaping every corner of our lives, the banking sector stands at a crucial crossroads. The pandemic has not just accelerated the digital transformation in ...

Customer experience and digital transformation are two terms we’ve been hearing about for years, but have often remained nebulous in many organizations — something to aspire to perhaps, but not take ...

AI is revolutionizing contact centers, enabling businesses to offer highly personalized and efficient customer experiences. To stay competitive, companies must embrace technologies like automation and ...

Explore how AI adoption in customer experience is influenced by design choices rather than technical challenges. Insights ...

Expertise from Forbes Councils members, operated under license. Opinions expressed are those of the author. The past year has been a watershed event for marketers that exposed weak spots in digital ...