Fix broken processes before adding AI. Learn how better systems, empowered employees and smarter technology turn poor CX into ...

“A customer who is dissatisfied will tell between 9-15 people about their experience, with over one in 10 telling 20 people about their bad experience.” That wronged customer is likely going to tell ...

AI customer service can be a game-changer, but balancing automation with human touch is critical to avoid disconnection and maintain loyalty. Artificial intelligence (AI) has become a game-changer for ...

Shep Hyken explains how product quality trust and convenience drive customer loyalty in 2026 for modern businesses ...

Companies win loyalty when experience, not price, leads strategy. Learn how defining a clear CX mission and eliminating friction creates consistency customers return for.

Picture this: You're a customer living in a world where brands promise you the moon but deliver a handful of space dust. Here's the uncomfortable truth nobody wants to acknowledge at the next board ...

Salesforce Inc. said today it’s adding yet another artificial intelligence capability to its arsenal with the launch of a new application called Service Intelligence within its Service Cloud, its ...

Customer experience should be getting better. Companies are increasingly claiming to be customer-centric and appointing Chief Experience Officers to focus on improving CX. They are investing in AI and ...

Ask IT leaders these days what their biggest challenges are for 2024 and it’s likely that improving customer experience will be a key objective. And even though this is nothing new – in fact, it has ...

Over the past few months, I have enjoyed working with one of the world’s largest financial services companies to help create its multi-year customer service automation/AI road map. We have examined ...

In an increasingly digital and data-driven economy, Customer Experience has become one of the most powerful competitive differentiators for brands.

This story was originally published on CX Dive. To receive daily news and insights, subscribe to our free daily CX Dive newsletter. The customer experience practice is facing fresh headwinds and ...