Customer Experience

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

Chatbots with a human touch

In financial services, smarter and more personalized bots are winning over tough customers
By Howard Rabinowitz
digital payments banking

The digital payments race heats up

Banks are using a shared platform strategy to grab market share
customer journey

Q&A

How to navigate the customer journey

A conversation with customer experience expert Annette Franz
intelligent assistants customer service

Flow State

How to please customers at scale

Lessons from a Missouri magician, customer service guru Shep Hyken
customer support strategy

Column

A holistic cure for what ails customer support

Workflow integration, automation, and knowledge-sharing can create a seamless experience for both customers and support teams
smart hospitals

Digitizing the patient experience

From voice assistants to digital workflows, emerging tech is transforming hospital care
customer service AI

How AI might be a customer service agent’s BFF

Machine learning tools behind the scenes can give human agents superhuman abilities
create customer journeys

Q&A

How to create awesome customer journeys

A conversation with customer experience expert Bruce Temkin
NLP chatbots

Thanks to NLP, chatbots get chatty

Better natural language processing allows chatbots to converse in a more “human” manner. That's good for business
customer satisfaction

Infographic

Going mobile

Brands need to create a seamless customer experience across channels