AI is changing customer experience in the most visible way first: speed. Answers arrive faster. Workflows complete in fewer steps. Decisions that once took days now happen in minutes. For ...

An exclusive interview with Pfizer’s Wayne Simmons on reshaping customer experience by listening to those interacting with healthcare professionals. LAS VEGAS — Even in a $63.6 billion, ...

Waiting expectations matter. Customers are more frustrated by unexpected delays than by long waits. Gaps break loyalty. When reality doesn’t match expectations, customers feel regret, complain or ...

The digital age has revolutionized customer expectations. No longer content with limited options, today's customers actively explore, compare, and demand exceptional experiences throughout their ...

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 ...

Retailers differentiate their brands from the competition through product assortment, price and quality. Customer experience matters, too — particularly when it comes to return policies. Part of Maine ...

Business leaders often invest heavily in digital customer experience (CX)—optimizing websites, refining service interactions and streamlining operations. However, I find that one of the most powerful ...

Most people still think of AI as a tool for generating content or powering chatbots. But agentic AI is already driving deeper transformation—especially in customer experience. Unlike traditional AI, ...