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.

Even in the worst of global economic times, there are ways to approach customer experience in a more communal manner. It’s amazing how traveling to other parts of the world can shift a single thought, ...

This voice experience is generated by AI. Learn more. This voice experience is generated by AI. Learn more. Remembering the problems you’ve solved can matter just as much as remembering what customers ...

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, ...

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.

This was a rough year for customer experience. We’ve been hearing for years how important customer experience is to business, and a whole business technology category has been built around it, with ...

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