Companies are struggling to provide a great customer experience because they're not focusing on what I call the total human experience. Between employees quiet quitting, customers frustrated by delays ...

Business leaders often invest heavily in digital customer experience (CX)—optimizing websites, refining service interactions and streamlining operations. However, I find that one of the most powerful ...

Whereas large language models (LLMs) attracted consumers well before enterprise users, SaaS platforms are driving the use of embedded AI agents to improve employee experience and productivity. AI ...

Explore why approaching Customer Experience (CX) as a technology project leads to failure, and discover the importance of a ...