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.

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

For years now, we analysts have been fed a steady diet of “UCaaS and CCaaS must come together.” Conceptually, it makes sense, as the communications channels are across both product areas are the same, ...

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 ...

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 ...

Forbes contributors publish independent expert analyses and insights. I teach growth leaders how to grow revenues, profits and firm value. It is common knowledge that delivering superior digital ...

AI Support Can Help You or Hurt You Depending on How You Use It Lynchburg, United States - February 28, 2026 / Business ...

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.

Customer experience, or CX, has always been not only a focus of much corporate attention but also the differentiating factor of most successful organizations. What has changed in recent years is the ...