It’s tough out there for a customer journey mapper, at least one who is still clinging to the old or legacy ways of ...

Despite all the discussion about customer experience and employee experience last year, many brands still aren’t meeting expectations. Business buyers, consumers and employees are emerging from the ...

Keeping up with the modern consumer’s changing tastes can be a challenge, but business depends on it. Customers are interacting constantly with brands across multiple channels and platforms, with many ...

I have written many, many columns about customer service because it is such a critical element each and every business must master. However, too often, I have seen businesses fail at their customer ...

High performing companies leverage Customer Journey Mapping to plan for and drive customer experience innovation. But how do they do it? During this webcast J.D. Power and Kerry Bodine & Co. cover the ...

In today's highly competitive environment, it's tough to acquire new customers and it's becoming even more difficult to keep existing customers happy. That's why many organizations are making a ...

Expertise from Forbes Councils members, operated under license. Opinions expressed are those of the author. The business to business (B2B) customer journey is far from linear and straightforward. On ...

Customers aren’t analyzing their behaviors within retail locations, but every retailer should be, and they should be learning from it every step along the way. It’s imperative customers are safe, ...

CAMPBELL, Calif.--(BUSINESS WIRE)--8x8, Inc. (NASDAQ: EGHT), a leading integrated cloud contact center and unified communications platform provider, today announced the availability of 8x8 Engage, an ...

Nick Nilan, sales director for federal civilian at Verizon, shares his insights on where he’s seen notable progress in federal agencies improving customer experience and service delivery. He ...

Ultimately, a business cannot focus on building a product with great UX alone; the companies who thrive are those who are able to create an exceptional customer experience while solving major pain ...