Forbes contributors publish independent expert analyses and insights. I am a Customer Experience Futurist, Author and Keynote Speaker. Aug 28, 2023, 11:00am EDT This article is more than 2 years old.

For years now, we analysts have been fed a steady diet of “UCaaS and CCaaS must come together.” Conceptually, it makes sense, as the communications channels are across both product areas are the same, ...

AI Support Can Help You or Hurt You Depending on How You Use It Lynchburg, United States - February 28, 2026 / Business ...

Forbes contributors publish independent expert analyses and insights. I teach growth leaders how to grow revenues, profits and firm value. It is common knowledge that delivering superior digital ...

Customer service and customer experience (often referred to as CX) are two important terms that business owners and brands need to understand in order to thrive in today's competitive marketplace.

The art of crafting analytics dashboards goes far beyond displaying metrics on a screen. For marketing managers responsible for customer experience, these dashboards become the primary vehicle for ...

As consumer behavior continues to gravitate online, leading companies see customer experience as an opportunity to scale with technology for future growth. According to a 2022 industry report, ...

According to the 2023 Gartner Supply Chain Technology User Wants and Needs Survey, customer service and experience (CX) is one of the top three most frequently selected business priorities for ...

This was a rough year for customer experience. We’ve been hearing for years how important customer experience is to business, and a whole business technology category has been built around it, with ...