New approach focuses on fixing the operational and technology failures that cause customer dissatisfaction You don’t ...

A chatbot is still a chatbot. And that’s the problem. While GenAI has helped contact centers deliver better automated experiences, these gains are strictly incremental, not transformational. Customers ...

Predictions about the future of customer experience often focus on what’s new. But as CMSWire Advisory members look toward 2026, their outlook centers on something more fundamental: what finally has ...

Whereas large language models (LLMs) attracted consumers well before enterprise users, SaaS platforms are driving the use of embedded AI agents to improve employee experience and productivity. AI ...

Enter design thinking—an approach that goes beyond mere products to delve deeply into customer experience, transforming everyday banking into an intuitive, engaging, and satisfying journey. How can ...

Customers can and will judge your entire business from a single interaction. One missed phone call or sharp e-mail reply from a team member who is distracted or pressed for time can quickly become the ...

Opinions expressed by Digital Journal contributors are their own. With acceleration in digital transformation, customer expectations have evolved significantly in the insurance sector. In this era ...

As it continues to evolve its corporate structure and applies artificial intelligence (AI) to simplify its communications and collaboration portfolio to deliver next-generation customer and employee ...

Business leaders often invest heavily in digital customer experience (CX)—optimizing websites, refining service interactions and streamlining operations. However, I find that one of the most powerful ...