Model Context Protocol (MCP), a new open standard that defines how AI systems connect to data and tools, helps solve the ...

A focus on transparency and automation, with live support for stressful situations, can help craft a great returns experience ...

Forbes contributors publish independent expert analyses and insights. I explore personal branding and storytelling in the digital age. Jun 04, 2024, 12:00pm EDT Transform your customer interactions ...

Forbes contributors publish independent expert analyses and insights. Shep Hyken is a customer service/CX expert, author & keynote speaker. There is an old saying that customer service happens when ...

"Personalized" by Mark Abraham and David Edelman is a crucial read for CMOs and all other C-suite leaders aiming to integrate AI into their customer experience, as well as CDAOs and CIOs who want to ...

Friction isn’t always a flaw. When effort is intentional and optional, it can turn routine interactions into experiences ...

A 2025 Outstanding Independents Summit panel provided insights and practical strategies small operators can implement today. "Really think about what the job is the customer is doing when they come ...

Customer experience is no longer just a part of your business—it is your business. In a world where expectations are higher than ever, overlooking the importance of delivering excellent service can be ...

Customer experience (CX) refers to all interactions customers have with an organization as well as their perceptions and feelings associated with that organization. McKinsey defines CX as “everything ...

In today's competitive food service industry, simply serving delicious food is no longer enough. Restaurants are now focusing on crafting unforgettable experiences that leave a lasting impression. By ...

When a patient is rushed into an operating room after an emergency, they aren’t treated by a single doctor, left alone to diagnose and triage what’s wrong; it’s a team of skilled surgeons, leaning on ...

Several years ago, a reputable European bank recognized the urgent need to modernize its digital offerings. In particular, their existing mobile banking application was outdated and held a mediocre ...