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, ...

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 ...

“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 ...

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 ...

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 ...

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, ...

Opinions expressed are those of the author. For decades, enterprises have invested in technology to make customer experience ...

First, a major antitrust win by Mike Murray, Craig Lee and Ryan Phair, who represented CWT, a business travel management company. They got the DOJ to dismiss its antitrust lawsuit, which was blocking ...

Expertise from Forbes Councils members, operated under license. Opinions expressed are those of the author. Customer ...

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 ...