APLAZO’s customer support is handled via WhatsApp and the newly integrated in-app chatThe AI tools implemented support both end customers ...

The most advanced organizations are using adversarial simulation to stress-test AI against edge cases, confusion, and hostile ...

Every customer experience starts with your employees. When their voices are heard, supported, and understood, customer ...

As trust erodes and AI accelerates, Experience 5.0 emerges as the framework connecting technology, ethics and human value.

Forbes contributors publish independent expert analyses and insights. Shep Hyken is a customer service/CX expert, author & keynote speaker. There is an old saying that customer service happens when ...

Customer service (CS) and customer experience (CX) are the two faces of the same coin and go hand in hand with each other. They are often used interchangeably by businesses, but understanding the ...

Hayete Gallot joined Google in April 2025 to spearhead a new division focused on helping customers adopt the company's cloud products.

Forbes contributors publish independent expert analyses and insights. I explore personal branding and storytelling in the digital age. Jun 04, 2024, 12:00pm EDT Transform your customer interactions ...

CDI goes beyond collecting data, focusing on accuracy, governance and real-time access that modern CX depends on.

A 2025 Outstanding Independents Summit panel provided insights and practical strategies small operators can implement today. "Really think about what the job is the customer is doing when they come ...

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 ...

This story was originally published on CX Dive. To receive daily news and insights, subscribe to our free daily CX Dive newsletter. The customer experience practice is facing fresh headwinds and ...