Generative artificial intelligence, digital customer service, and conversational user interfaces (CUIs) will transform customer service and support by 2028, according to research firm Gartner's Hype ...

TABLE's Cristian Petschen discusses the power of digital customer service, what great customer service means and more in this DX Leaders profile. Cristian Petschen believes in the power of the digital ...

The COVID-19 pandemic demonstrated the importance of digital-first customer service, yet challenges remain for many companies in successfully operating with such a strategy, Forrester Research notes ...

When executed well, digital can provide your organization the ability to create smart, empathetic experiences across all interactions to forge long-lasting relationships with customers. The Fast ...

Reimagining business for the digital age is the number-one priority for many of today's top executives. We offer practical advice and examples of how to do it right. Read now Between bites of my lunch ...

The quality of customer experience (CX) depends on how well a company treats and communicates with its customers, plain and simple. Executed well, it can leave clients coming back for more; get it ...

Digital transformation has improved many processes including operations, business efficiency, research and development, supply chain management, customer service delivery and more across many ...

The greatest changes in customer experience over the past decade have been in the ways customers interact with brands. The digital customer experience has exponentially evolved over the past decade, ...

In a world that is increasingly interconnected and digitally driven, customer service has undergone a remarkable evolution. The rise of social media has revolutionized the way brands engage with ...

Forbes contributors publish independent expert analyses and insights. I am a Customer Experience Futurist, Author and Keynote Speaker. Digital transformation and customer experience go hand in hand.

As business leaders grapple with the short- and long-term impacts of COVID-19, the potential risk to employees and customers from face-to-face interactions remains a vexing issue. Companies need to ...