The human brain doesn’t remember everything verbatim. It remembers meaning. Patterns. Emotional weight. That’s the standard ...

As the century-old mantra falls into obscurity, CX leaders contend with nuance and the true range of customer behavior.

Automation is rising, but most consumers still want real human help. Learn what today’s trends reveal about trust, loyalty and the future of support. Customers still want to speak to a human. AI ...

Discover how top brands create unforgettable customer service experiences that enhance loyalty, build trust and keep people coming back for more. At the heart of this experience are common triggers ...

In today's highly competitive business environment, there's a constant and never-ending struggle that every entrepreneur must face. Those who can adapt will survive and thrive, resulting in ...

Today’s business landscape isn’t defined just by products or pricing—it’s defined by experience. Customer expectations have evolved, and businesses that fail to prioritize the customer journey risk ...

Let’s think through a hypothetical purchase journey. An individual is in the market for an air purifier, and she starts off by searching for [best air purifiers] in Google. Your ad shows up in results ...

Forbes contributors publish independent expert analyses and insights. Dan Gingiss covers news impacting your customers and employees. Customer trust is the foundation of almost any business ...

“I would like to express my sincere appreciation for Mr. George Boules … his professionalism, accuracy, and patience reaffirmed that choosing your company is always the right decision.” “Always I get ...

In our tech-driven world, it’s easy to get lost in the many trends of generative artificial intelligence, cybersecurity, cloud and quantum computing, and digital transformation. Embedded within these ...