As the century-old mantra falls into obscurity, CX leaders contend with nuance and the true range of customer behavior.

The 2026 CX roadmap must shift from reactive fixes to proactive, cross-functional planning, measurable customer value, & long-term outcomes.

If someone were to ask me how important is customer service in today’s digital day and age, I’d argue it’s more important than ever. And I’m not going on a limb when I say that—83% of consumers agree ...

Nutshell reports that ethical AI practices in sales build customer trust through transparency, human oversight, and compliance with regulations.

Forbes contributors publish independent expert analyses and insights. I cover travel with a focus on safety and sustainability. Janet Heller noticed it when she broke her arm and could no longer drive ...

Former reps reveal what they say happened at the other end of the phone. — -- More and more disgruntled customers are posting personal horror stories online about their interactions with customer ...

Every retail initiative, whether it’s AI, personalization or supply-chain transparency, depends on trustworthy customer data.

This article is part of our new editorial package, The Future of Shopping, in which we predict how the retail landscape will be shaped over the next decade. Click here to read more. Piles of unfolded ...

When reviewing job growth and salary information, it’s important to remember that actual numbers can vary due to many different factors—like years of experience in the role, industry of employment, ...

Data privacy regulations aren’t known for being light reading. That doesn’t make it easy for businesses to become compliant. When one law refers to data subjects, another to residents, another to ...

Your current research focuses on subscription businesses and the importance of customer capital. What is that, and why is it important for the economy? We often think of firm value as coming from ...