As the century-old mantra falls into obscurity, CX leaders contend with nuance and the true range of customer behavior.

The human brain doesn’t remember everything verbatim. It remembers meaning. Patterns. Emotional weight. That’s the standard ...

Nutshell reports that ethical AI practices in sales build customer trust through transparency, human oversight, and ...

If someone were to ask me how important is customer service in today’s digital day and age, I’d argue it’s more important than ever. And I’m not going on a limb when I say that—83% of consumers agree ...

Forbes contributors publish independent expert analyses and insights. I cover travel with a focus on safety and sustainability. Janet Heller noticed it when she broke her arm and could no longer drive ...

Former reps reveal what they say happened at the other end of the phone. — -- More and more disgruntled customers are posting personal horror stories online about their interactions with customer ...

Every retail initiative, whether it’s AI, personalization or supply-chain transparency, depends on trustworthy customer data.

“Get closer than ever to your customers. So close that you tell them what they need well before they realize it themselves.”– Steve Jobs Steve Jobs is right—we all need to thoroughly understand our ...

This article is part of our new editorial package, The Future of Shopping, in which we predict how the retail landscape will be shaped over the next decade. Click here to read more. Piles of unfolded ...

In a world overloaded with noise from competitor campaigns and industry hype, it’s easy for brands to get distracted by chasing the next shiny thing. But what if the real game changer isn’t out there ...

When Oracle needs to move capacity from one customer to another, it only takes a few hours at most. This quick turnaround is ...