When reviewing job growth and salary information, it’s important to remember that actual numbers can vary due to many different factors—like years of experience in the role, industry of employment, ...

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 ...

Traditional leadership models are breaking under the pace of change; LEAD and CORE offer a framework for resilient, adaptive leadership.

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 ...

Purpose-driven leadership turns employees into customer service champions. Inspire teams with purpose, not just rules and procedures. Exceptional service thrives when employees are empowered and ...

Telecom customer experience has evolved from basic metrics to real-time, data-driven, personalized engagement, creating new ...

“I am excited to introduce our next step in this journey, the Webex AI agent. This is in pilot right now, it will be available to our customers in an early calendar quarter in 2025. This AI agent ...

Dr. Francis Goh has been an innovator and technical expert a strategist, board member, leadership mentor and sought after ...

Integrating data and AI solutions throughout the customer experience journey can enable enterprises to become predictive and proactive, says vice president of product marketing at NICE, Andy Traba. In ...

AI with initiative. Agentic AI doesn’t just respond. It takes action, and it navigates complex tasks without human handoffs. Collaboration over replacement. Human agents aren’t going away. They’re ...

“People will forget what you said, people will forget what you did, but people will never forget how you make them feel” (Maya Angelou). There is probably no other statement that expresses the ...