Forbes contributors publish independent expert analyses and insights. Tony Bradley covers the intersection of tech and entertainment. The pace of technological innovation has significantly raised ...

For decades, the contact center has been a paradox. It is essential to every enterprise, yet it’s not always treated that way: chronically underinvested, fragmented and inefficient. Customers still ...

Discover how top brands create unforgettable customer service experiences that enhance loyalty, build trust and keep people coming back for more. At the heart of this experience are common triggers ...

Dr. Francis Goh has been an innovator and technical expert a strategist, board member, leadership mentor and sought after public speaker. Today he spends his career advising customers and fellow ...

Consumers are changing the way they want to buy. And top brands are leaning into those changes to retool and invigorate the customer experience. Several shifts in consumer purchasing behaviors ...

Value stream alignment. Define value streams using the customer lifecycle to guide digital transformation and improve efficiency while prioritizing customer experience. Agile strategy approach. Use ...

evaluagent evaluates 100% of customer interactions through call, text, chat and email channels to identify actionable insights from every engagement with a customer. Automated quality assurance and ...