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.

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 ...

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

Messaging needs consistency. Conflicting language across functions leads to confusion and erodes customer trust. Leadership drives change. Leaders must model collaboration, remove blockers and keep ...

In today’s competitive business landscape, entrepreneurs constantly seek ways to enhance customer experience to drive business loyalty. Understanding and prioritizing customer needs is paramount to ...

Customer service and customer experience (often referred to as CX) are two important terms that business owners and brands need to understand in order to thrive in today's competitive marketplace.

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.