Today, Transcom released 2026 CX Trends: Paradoxes Leaders Can’t Ignore, an industry report designed for enterprise customer experience, operations, and digital transformation leaders. The report ...

Customer retention today is considered a critical factor of success and is more important than mere transactions to building lasting relationships and loyalty. Acquiring a new customer can be ...

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.

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.

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, ...

NPS alone no longer cuts it. Evolving customer experience metrics like CES and XQI are helping brands stay ahead in 2025 and beyond. Beyond NPS metrics. Customer experience metrics are evolving.

Customer experience, or CX, has always been not only a focus of much corporate attention but also the differentiating factor of most successful organizations. What has changed in recent years is the ...

Companies can create the most innovative or feature-laden products, but it will likely result in an unsuccessful endeavor if the customer is not satisfied. This is why every business strives to ...

Generative artificial intelligence (AI) has burst into the public consciousness this year, thanks to the launch of ChatGPT in November 2022. In its first six months, it garnered more than 100 million ...