Model Context Protocol (MCP), a new open standard that defines how AI systems connect to data and tools, helps solve the ...

A focus on transparency and automation, with live support for stressful situations, can help craft a great returns experience ...

The 2026 CX roadmap must shift from reactive fixes to proactive, cross-functional planning, measurable customer value, & long-term outcomes.

Five9, Inc. partners with Google Cloud to deliver AI-powered customer experiences, offering unified platform for agents and ...

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 ...

Barry shares how AI is a powerful tool at Best Buy but why human labor and stores are still among the most valuable assets.

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 ...

"Personalized" by Mark Abraham and David Edelman is a crucial read for CMOs and all other C-suite leaders aiming to integrate AI into their customer experience, as well as CDAOs and CIOs who want to ...

Friction isn’t always a flaw. When effort is intentional and optional, it can turn routine interactions into experiences ...

Customer experience is no longer just a part of your business—it is your business. In a world where expectations are higher than ever, overlooking the importance of delivering excellent service can be ...

As executor of my father’s will, I jumped into the inevitable logistics with my wife’s help: closing his home in Florida, ...

TransLink is advancing a bevy of feature improvements through its new customer experience action plan, including better ...