Forbes contributors publish independent expert analyses and insights. I am a Customer Experience Futurist, Author and Keynote Speaker. Aug 28, 2023, 11:00am EDT This article is more than 2 years old.

More than a high-speed automation tool, artificial intelligence is becoming a safe testing ground where brands can rehearse ...

CXA enhances personalization. Customer experience automation uses real-time data and AI to deliver personalized, relevant experiences across multiple touchpoints. Scalable customer journeys. CXA ...

Providing exceptional customer experiences can really set you apart from your competition. Today's consumer expects a personalized experience from the companies they choose to engage with. In fact, ...

For years now, we analysts have been fed a steady diet of “UCaaS and CCaaS must come together.” Conceptually, it makes sense, as the communications channels are across both product areas are the same, ...

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.

As consumer behavior continues to gravitate online, leading companies see customer experience as an opportunity to scale with technology for future growth. According to a 2022 industry report, ...

When efforts to modernize customer experience focus too much on technology and not enough on content, your company risks wasting resources, falling behind the competition and losing customers.