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.

Sometimes the moments that matter most aren’t planned — they’re the unexpected gestures that turn good service into lasting loyalty. It was before dawn in Lisbon, and I had an early morning flight.

In the digital era, customer interactions with brands span across various touchpoints: Websites, social media, email, in-store visits and mobile apps. As the leader of a digital marketing company, ...

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.

It’s no secret that many technology companies have changed the way they approach customer experience and success. With the end of ZIRP (zero interest rate policy) in 2022 and 2023, budgets are much ...

Today's communication with businesses are powered by emerging technologies and supported by humans. NICE Enlighten, a purpose-built AI for customer experience, has operations, agents, and customers ...

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.