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Marketers, if your B2B website was on a “first date,” would it get a second one? For many websites, the answer is probably “no,” according to recent research by Forrester....

This blog was excerpted from the upcoming Summer/Fall 2019 issue of the Customer Strategist journal. Subscribe today to get the whole story, delivered in September. Whether riding a bike, acing...

Customer Contact Week -- a conference focused on customer experience and customer care technology and trends -- recently celebrated its 20th anniversary in Las Vegas. So, how has the customer...

The belief that chatbots can serve customers faster and more cost effectively than humans has fueled immense interest from businesses of all sizes. However, many companies are taking the wrong...

This blog was excerpted from the upcoming Summer/Fall 2019 issue of the Customer Strategist journal. Subscribe today to get the whole story, delivered in September. Many customer...

Artificial intelligence is expanding across the customer experience world. Brands are looking for ways to cut costs while minimizing negative impact on customers. And one of the most significant...

At Forrester’s CX NYC 2019 conference, the message was clear: customer experience has a hit a wall. The failure to understand what customers really want and deliver value has led to...

It should not come as a surprise that buyers are people too. Yet most vendors seem to have missed the memo. Less than 30 percent of B2B customers say suppliers provide an excellent customer...

AI-powered bots are infiltrating the contact center—but not in the way most media reports have predicted. Instead of replacing human associates, intelligent virtual assistants (IVAs) are...