Mapping the client journey is an eye-opening exercise that highlights inefficiencies and bottlenecks in your firm’s processes. By dissecting each stage of the client’s experience, from initial contact ...

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, ...

When we talk about customer experience (CX), the spotlight often falls on front-end interactions: the smiling voice on the phone, the helpful chatbot, the timely follow-up email. But what many don’t ...

“I am excited to introduce our next step in this journey, the Webex AI agent. This is in pilot right now, it will be available to our customers in an early calendar quarter in 2025. This AI agent ...

According to research from BTI Consulting, just over one in four corporate counsel would recommend their primary law firm to a peer. That’s a dramatic drop from 69% in 2020. The reason? It’s not a ...

Barbara Puszkiewicz-Cimino is a digital marketing and MarTech strategist with a passion for leveraging technology to drive business growth. It’s fascinating when I consider how the world has changed ...

Over the past two decades, customer experience (CX) has evolved from a novel concept to a core organizational function. Once a rallying cry for putting the customer at the center of business strategy, ...

Artificial intelligence and automated agents can help firms begin more personalized client interactions, even with minimal ...

The most recent Forrester Customer Experience Index is creating a lot of buzz in customer experience (CX) circles — but for all the wrong reasons. Despite companies’ increased investment in CX ...

“People will forget what you said, people will forget what you did, but people will never forget how you make them feel” (Maya Angelou). There is probably no other statement that expresses the ...