How can businesses improve customer service for today’s customers? A recent Interactions report explores the solutions meeting today’s customer expectations. Bad automation feels like a bad sci-fi ...
Annette Franz, CCXP, is founder and CEO of CX Journey Inc., a customer experience consultancy; she's a coach, keynote speaker, and author. I spend a lot of time talking to leaders about the value of a ...
Customer experience quality in the U.S. has just hit an all-time low. And, in related news, customer experience quality in the U.S. has also hit an all-time high. Let the confusion begin. These two ...
In the CMSWire's State of Digital Customer Experience (DCX) 2025 report, customer experience teams reveal both their enthusiasm for generative AI and their real-world struggles to operationalize ...
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