Customer experience

Exploring how intelligent platforms, built around people, are helping create great experiences for customers.

Beyond self service

ARTICLE

Beyond self service

Forward-thinking companies are improving service and cutting costs by using artificial intelligence to re-integrate people into customer interactions

Explore more in customer experience

Cashing in on AI
Article

Cashing in on AI

AI is transforming the world of finance; top banks are staying ahead

Mar 11, 2025
AI requires companies to plan while they leap
Feature

AI requires companies to plan while they leap

GenAI excitement is surging, but companies also need to create well-thought-out policies to govern it

Apr 11, 2025
Banking on AI
Article

Banking on AI

A Malaysian bank is betting big on AI as it rethinks how it does business in the future.

Apr 11, 2025
Beyond self-service
Article

Beyond self-service

Forward-thinking companies are improving service and cutting costs by using artificial intelligence to reintegrate people into customer interactions

Apr 11, 2025
The six biggest AI questions facing companies today
Article

The six biggest AI questions facing companies today

How to start filling in the blanks when it comes to the AI era’s most pressing unknowns

Apr 02, 2025
Empowering nonprofits with AI
Article

Empowering nonprofits with AI

New research shows that as AI begins to revolutionize every sector, nonprofits will be able to do more good for more people.

Apr 11, 2025
Empowering employees with AI sidekicks
Article

Empowering employees with AI sidekicks

AI will pair up with human workers, functioning as mentors and teachers to maximize job satisfaction and performance. Find out how an AI sidekick can help.

Apr 11, 2025
The future needs open innovation in AI
Article

The future needs open innovation in AI

Open and transparent development speeds up innovation, builds trust in the AI supply chain, and democratizes human-centered AI

Mar 11, 2025
Designing for people in the age of AI
Article

Designing for people in the age of AI

As AI-powered design experiences transform how people interact with technology, human needs must still come first

Mar 11, 2025
The future of STEM is AI
Article

The future of STEM is AI

AI will transform education from a one-size-fits-all experience to a highly personalized one, where students of all backgrounds, ages, and abilities can prosper

Mar 11, 2025
How GenAI is shifting customer experience and employee engagement
Roundtable

How GenAI is shifting customer experience and employee engagement

Digital changed CX and EX forever, and then the pandemic accelerated end-user expectations. GenAI is the latest influence—but in what ways?

Apr 02, 2024
Untangling experience in APAC
Article

Untangling experience in APAC

Organisations that adopt a holistic experience strategy reap financial and reputational dividends, but must avoid many roadblocks. Find the right approach.

Dec 18, 2023
On the front lines of customer service in government
Article

On the front lines of customer service in government

From siloed and clunky websites to a streamlined portal with a robust mobile app, the VA became an agency that helps more veterans.

Jul 25, 2024
‘Tis the season for generative AI
Article

‘Tis the season for generative AI

Retailers are deploying AI solutions to boost personalization and enhance customer support

Jan 22, 2024
AI and the promise of simplicity
Article

AI and the promise of simplicity

When it comes to experience design, simpler isn’t always better

Jan 22, 2024
Experience in the age of AI
Article

Experience in the age of AI

Companies are putting AI to work as they interact with customers, employees, and the world

Apr 16, 2024
Why building trust counts
Article

Why building trust counts

Trustworthy companies outperform their competitors. Make sure your company is building trust with customers.

Sep 11, 2023
Using natural language understanding (NLU) for better CX
Article

Using natural language understanding (NLU) for better CX

NLUs are revolutionizing the capabilities of customer chatbots, harnessing customer data to use more natural language in automated interactions.

Nov 21, 2023
Total experience in the age of uncertainty
Article

Total experience in the age of uncertainty

Why total experience strategy matters during turbulent times.

May 08, 2023
Building a customer journey mapping program
Column

Building a customer journey mapping program

Learn how to create a customer journey map with our proven six-step process that can help your organization understand, design, and improve CX. Get started.

Jul 06, 2023
What is digital customer experience?
Article

What is digital customer experience?

As consumers spend more time online, every touchpoint with a company should provide a good experience and leave customers feeling better about the brand.

Aug 25, 2023
Playing the long game
Article

Playing the long game

Indian sporting legend shares leadership lessons for business professionals

Aug 09, 2023
Making the shift from reactive to proactive customer experience
Q&A

Making the shift from reactive to proactive customer experience

Rogers Communications VP Scott Thomson on how a digital platform sparked a turnaround with customer experience and organizational culture

Aug 29, 2023
Customer Service Management After COVID-19
Column

Customer Service Management After COVID-19

Demand for high-speed, high-touch digital service has skyrocketed in every industry, accelerating the digital transformation of CX and CSM.

May 24, 2023
Betting the future on CX
Research

Betting the future on CX

Great customer experiences can be a bulwark against economic uncertainty

May 16, 2023
ESG policy could be Singapore’s next big export
Article

ESG policy could be Singapore’s next big export

Effective ESG policies are in high demand worldwide and Singapore’s track record could put it at the front of the pack in 2023.

Apr 06, 2023
Piecing Together Total Experience

Piecing Together Total Experience

Customer and employee experiences got better in the pandemic. Bring them together to make your business better prepared for a downturn.

Apr 07, 2023
What is digital customer experience?
Article

What is digital customer experience?

As consumers spend more time online, every touchpoint with a company should provide a good experience and leave customers feeling better about the brand.

Apr 05, 2023
Rethinking retail
Column

Rethinking retail

All businesses are complex ecosystems—retail more than most

Apr 05, 2023
Executives need to listen
Article

Executives need to listen

Companies that don’t pay attention to customers and employees are missing out.

Feb 11, 2025
How to recession-proof customer experience
Q&A

How to recession-proof customer experience

Customers look for a reason to bolt during a downturn. CX expert Shep Hyken says don’t give them one.

Apr 06, 2023
Without governance, there is no ESG
Column

Without governance, there is no ESG

The last letter in the business world’s hottest abbreviation should come first for companies focused on delivering results

Apr 05, 2023
Is sustainability at odds with good CX?
Article

Is sustainability at odds with good CX?

Consumers want companies to care for the environment, but that can come at the cost of convenience. Here’s how to be green and still offer a great experience.

Apr 05, 2023
The persistently unsatisfied customer
Article

The persistently unsatisfied customer

Despite adopting cutting-edge digital CX, companies still struggle to make their customers happy

Apr 05, 2023
Great customer experiences transcend delight
Q&A

Great customer experiences transcend delight

Customers want fast, convenient, and easy experiences. Companies must design processes and systems to deliver them.

Apr 07, 2023
AI joins the conversation
Article

AI joins the conversation

New AI-powered language tools can listen in on service calls and help customers and agents in real time

Apr 06, 2023
Designing better experiences
Q&A

Designing better experiences

Future tech will help companies craft personalized and up-to-the-minute responses for customers and employees

Aug 25, 2023
The future of experience
Q&A

The future of experience

ThoughtLab founder Lou Celi discusses the rapid evolution of digital experience and how it is delivering measurable value to companies

Apr 17, 2023
Rx for healthcare
Article

Rx for healthcare

New tools and technologies yield better patient experiences

Apr 05, 2023
The age of experience
Editor's Letter

The age of experience

Customer and employee experience are two halves of the same coin

Oct 17, 2023

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