Expertise from Forbes Councils members, operated under license. Opinions expressed are those of the author. While traditional loyalty programs focus on transactional rewards like points or discounts, ...

As the century-old mantra falls into obscurity, CX leaders contend with nuance and the true range of customer behavior.

Cultural sensitivity matters. Sentiment systems now account for cultural nuances, which helps support global trust and better customer relationships. Throughout my three and a half decades in the ...

In parts one and two of this series, I shared the unforgettable hotel experience that not only soured my stay but also left a lasting dent in my perception of the brand. That moment was a stark ...

According to a recent Forrester report, emotion is the most important driver behind the customer experience. Does your brand understand the value? For brands seeking to improve the customer experience ...

Adam Wilkinson is head of technology at Experience Assist. He has extensive experience working with high-profile brands such as Xerox and National Rail, helping them discover how to improve services ...

The shopping season is also one of heightened frustration toward companies and consequently, angry calls to customer service representatives. While we might have every right to be dissatisfied with ...

Overview:  AI handles routine questions instantly, while humans focus on complex and emotional issues. Done right, support feels more personal, not automat ...

The Federal Aviation Administration has tallied more than 1,700 incidents of unruly passengers so far this year. Call-center employees are fielding more angry calls than ever before. In a July 2020 ...