A good customer experience is the result of good knowledge management. Don't believe me? Here are three arguments why. To state the obvious: A good knowledge experience is one that is efficient, ...

Jargon about “personalizing content” or “unifying digital experience” speaks to technique, not the substance of an experience. Time to get real in CX. There is a terminology arms race in customer ...

With customer experience (CX) day fast approaching on October 5th, there is no better time to discuss the huge impact that CX has on the success of businesses. Knowing what makes your customers ...

As the global marketplace shrinks and communication channels continue to evolve, competition is heating up. Businesses can’t focus on reaching their target audience and call it a day. They also need ...

You probably have heard of those special dates on the business calendar. Think National Fun at Work Day, Employee Appreciation Day, National Bike to Work Day, or even National Salesperson Day. While ...

Expertise from Forbes Councils members, operated under license. Opinions expressed are those of the author. Our customers are all large enterprise brands, and the rapidly changing working landscape ...

Customer service and customer experience (often referred to as CX) are two important terms that business owners and brands need to understand in order to thrive in today's competitive marketplace.

Get the latest federal technology news delivered to your inbox. An Office of Management and Budget official on Tuesday reiterated the importance of improving the federal government’s customer ...

Business leaders know that customer experience and employee experience are intertwined. If an employee is happy in their position, they’re more likley to provide better service. But while 97% of CEOs ...

Even though enterprises believe that consistently delivering positive customer interactions is very important to business success, nearly six in 10 industry leaders say their businesses aren’t very ...

Successful healthcare organizations can distinguish between the patient experience and the customer experience. Healthcare organizations need to focus on both the patient experience and the customer ...

Long lines. Confusing websites. Unreachable customer service. Many Americans navigate these common obstacles to access critical services from the federal government. Recent polling by my organization, ...