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These days, even if a customer care associate fails to notice that a caller is frustrated—the software analyzing the call doesn’t. As automated solutions like IVR and chatbots answer...

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...

A healthy emotional connection is based on experiences that make one feel valued as an individual. That’s why building an emotional connection between customers matters more than ever as...

In the age of voice assistance, chatbots, and AI, it’s tempting to be an early adopter and implement the latest automated capabilities. But there’s a price to pay if the implementation...

One bad experience is all it takes. From airlines to banking to retail, one poor interaction with products or services can send loyal customers to a competitor. Why is it so easy to ditch a...

It’s easy to fall in love with data. Data, metrics, and analytics settle arguments; they inform decisions, predict the future, and add relevancy. It’s why companies rely on metrics such...