Forbes contributors publish independent expert analyses and insights. I am a Customer Experience Futurist, Author and Keynote Speaker. Aug 28, 2023, 11:00am EDT This article is more than 2 years old.

Today, Transcom released 2026 CX Trends: Paradoxes Leaders Can’t Ignore, an industry report designed for enterprise customer experience, operations, and digital transformation leaders. The report ...

For the past 20 years, the financial services industry has been obsessed with the “customer experience.” Executives have been convinced—and convinced themselves—that financial products are commodities ...

CXA enhances personalization. Customer experience automation uses real-time data and AI to deliver personalized, relevant experiences across multiple touchpoints. Scalable customer journeys. CXA ...

Messaging needs consistency. Conflicting language across functions leads to confusion and erodes customer trust. Leadership drives change. Leaders must model collaboration, remove blockers and keep ...

When efforts to modernize customer experience focus too much on technology and not enough on content, your company risks wasting resources, falling behind the competition and losing customers.

For years now, we analysts have been fed a steady diet of “UCaaS and CCaaS must come together.” Conceptually, it makes sense, as the communications channels are across both product areas are the same, ...

Customer experience, or CX, has always been not only a focus of much corporate attention but also the differentiating factor of most successful organizations. What has changed in recent years is the ...