As any leader knows, implementing a new technology and embracing it as part of the business mindset are two entirely ...

UAE plans to expand this programme to include middle management, product owners, and decision-makers, requiring participation ...

Having a comprehensive Customer Experience Management plan for your contact center is a key part of measuring and improving ...

The key to customer service success lies in carefully selecting and tracking key metrics that provide actionable insights ...

Starbucks' Green Dot Assist AI-powered tool details how to make a specific drink and offers to a show a barista a quick video ...

Move comes after a series of recent changes that analysts say have American "on the hunt for the well-heeled airline ...

As a hub for senior CX and operational leaders, CEM Africa Summit will showcase cutting-edge AI applications that are reshaping how companies interact with their customers. With over 700 senior ...

The global survey report highlights the importance of addressing gaps that will be crucial in proving the value of customer education and securing further investment for programs. DUBLIN--(BUSINESS ...

THE SM group continues to enhance its customer experience strategies as more consumers seek personalized shopping and ...

Customer experience and operational efficiency were boosted through mobile apps, AI chatbots, and real-time data dashboards.

When Rob Katz was previously running the show, employees like Gary Shimanowitz were keenly aware of Rob Katz’s philosophy: “Do whatever you have to do to improve the customer experience.” Since Rob’s ...

Despite customer experience being seen as a business imperative, a global study uncovers a concerning misalignment between corporate perception and customer reality—putting trillions in revenue at ...