In her editor's note, Customer Strategist Journal Editor-in-Chief Elizabeth Glagowski compares today's CX environment to a ticking time bomb, with leaders racing to navigate AI adoption, rising ...

Artificial intelligence (AI) can be leveraged by hospitality companies to meet or even exceed customers' expectations, according to a framework proposed by researchers in the Penn State School of ...

Learn how to anticipate future customer needs, become a trusted advisor, and balance today's expectations with tomorrow's ...

From the initial shock waves of the pandemic to persistent economic uncertainty, businesses around the world have had to change nearly every facet of their operations—and no area has seen more ...

Customers expect a lot, but how do we as companies react to that. Well a lot depends on what the customers expectations are in the first place and that deals a lot with how we have presented ourselves ...

When OpenAI recently announced that some ChatGPT users would be able to connect financial accounts directly to the platform, it marked another step towards a future where customers increasingly ...

It’s not new news. In the dynamic landscape of field service, technology, and innovation are pivotal. But let’s focus less on the direct benefit technology adoption has on your pocketbook and more on ...

With customer expectations rapidly evolving due to smart tech, customer experience professionals must adapt to meet these demands and stay competitive. When it comes to smart tech and consumer demands ...

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In recent years there has been growing discussion on the ability of financial institutions to adapt their services to the expectations of digital-first customers. What should financial businesses ...

The transformation towards digital banking is not just a trend; it is a fundamental change in the industry. Consider these statistics: 91% of consumers view digital banking capabilities as crucial ...

Is your CX customer ready? Customer experience has entered an exciting new phase. Technology is now delivering real, practical benefits for both organisations and customers – not through hype, but ...