Forbes contributors publish independent expert analyses and insights. Shep Hyken is a customer service/CX expert, author & keynote speaker. Great brands don’t just react to customer expectations. They ...

This voice experience is generated by AI. Learn more. This voice experience is generated by AI. Learn more. AI can be a “great equalizer” for businesses, helping them compete better than ever against ...

The Best Customer Experience Solution for Education category recognizes excellence in developing products, platforms, or services that enhance engagement, support, and satisfaction for students, ...

Large language models (LLMs) are really nothing new as they have formed the basis of AI initiatives for many companies during recent years. In the wake of OpenAI unleashing ChatGPT into the wild, ...

As building and maintaining customer trust becomes integral to long-term success, US customer experience (CX) leaders are stepping up with new strategies and tools aimed at strengthening brand ...

Google Gemini Enterprise for Customer Experience challenges where intelligence lives in the CX stack—and who owns the ...

Future Market Insights expects the worldwide customer experience platforms market to grow at a compound annual rate of 14.8 percent over the next 10 years, expanding from a current value of $13 ...

For decades, the contact center has been a paradox. It is essential to every enterprise, yet it’s not always treated that way: chronically underinvested, fragmented and inefficient. Customers still ...

The company was honored for the Pan-European Contact Operation and Outsourced Contact Center at the European Contact Centre and Customer Support Association's Gala The Unisys Digital Workplace ...

A new survey finds that 71% of consumers say that most of the companies they do business with need to improve their customer experience. Most companies need to improve their customer experience, ...

Purpose-driven leadership turns employees into customer service champions. Inspire teams with purpose, not just rules and procedures. Exceptional service thrives when employees are empowered and ...

If we ask our employees open-ended, probing questions and are willing to have an open mind to not only ‘hear’ what they have to say but really ‘listen’ to their feedback — with zero ego attached — it ...