The customer optimization gap is not a CX problem dressed in AI clothing. It is an operating model and architecture problem dressed in CX clothing.

Too many companies launch new products or services without a process for deeply understanding what their customers truly need. They make assumptions, rely on limited feedback, or develop ideas based ...

Solving customer complaints at first contact means better customer satisfaction and retention. That is the goal, but how do you get there? What steps can you take to improve your first-touch ...

Revenue is nice. Sanity is nicer.

The shift to digital-first experiences has put customer service agents under more pressure than ever. With greater complexity comes a growing number of critical incidents that can negatively impact ...

Opinions expressed by Digital Journal contributors are their own. “The solutions we have today will soon not be enough to provide unparalleled customer satisfaction. Information technology continues ...

B2B customer experience is evolving, and most teams aren't ready for it. Here's why.

Jeff Somers is a freelancer who has been writing about writing, books, personal finance, and home maintenance since 2012. When not writing, Jeff spends his free time fixing up his old house. He has ...

Asking a customer multiple times what their problem is a fundamental example of customer service agent manual toil that should be replaced with automation, says an executive at a company specializing ...

Opinions expressed by Entrepreneur contributors are their own. Not every customer is ideal. Some are so bad, they can make us wonder why we decided to start our business. Let’s face it — sometimes ...

Years ago, I was walking through a parking lot in Mountain View, CA, when I bumped into Scott Cook, the founder of Intuit, the software firm known for such blockbuster financial applications as ...