Jeff Bezos famously said, "We innovate by starting with the customer and working backward. That becomes the touchstone for how we invent." The success of a business in the current landscape can be ...

There is so much pressure on marketing teams to deliver metrics related to lead acquisition and ROI that the customer experience is becoming an afterthought. Last month, I was on the phone with a ...

Annette Franz, CCXP, is founder and CEO of CX Journey Inc., a customer experience consultancy; she's a coach, keynote speaker, and author. I spend a lot of time talking to leaders about the value of a ...

Customer experience has become more than just a priority; it's a competitive differentiator. With customers expecting consistent personalization across channels, proactive engagement and the ...

Customer experience is the No.1 priority of businesses today. And it's no wonder: Companies that invest in their customer experience program outperform those that don't by nearly 80%, according to a ...

Today's communication with businesses are powered by emerging technologies and supported by humans. NICE Enlighten, a purpose-built AI for customer experience, has operations, agents, and customers ...

An Office of Management and Budget official on Tuesday reiterated the importance of improving the federal government’s customer experience almost a year after President Joe Biden issued an executive ...

Business Journals Leadership Trust is an invite-only network of influential business leaders, executives and entrepreneurs in your community. To continue reading this ...

Since 2018, Amira Boland has worked at the Office of Management and Budget as their first-ever federal customer experience lead. She led the implementation of a 2021 CX-focused executive order that ...

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 ...

The Housing and Urban Development (HUD) building is seen on May 24, 2013 in Washington, DC. (Photo by Mark Wilson/Getty Images) The U.S. Department of Housing and Urban Development is considering ...