When gathering customer feedback, asking misguided or poorly formulated questions can have serious negative repercussions. Today’s top companies rely heavily on human insight to guide their strategies ...

Now more than ever, the global pandemic has focused organizations on keeping existing customers happy, hoping loyal customers will help their businesses stay afloat during these challenging times.

AI chatbots are growing in popularity and capabilities. What potential do they have to improve customer experience (CX) by answering questions and holding conversations? Whatcha got, ChatGPT? We ...

Customer experience and digital transformation live at the intersection of technology, corporate culture, and organizational change. Although technology and data help us understand customers and ...

In the fast-paced (and famously fickle) B2C digital space, “I’ll get back to you on that” may just cost you a sale. Today’s consumers expect a lot from the market space, and innovations in online ...

Many B2B buyers are looking for — and expect — a buying experience like that of a B2C customer and most put their buying experience on the same level of importance as the products and services sold to ...

Opinions expressed by Entrepreneur contributors are their own. If the numbers are any indication, you might think chatbots and voice assistants were poised to take over the world. Since the start of ...

Successfully improving customer satisfaction through AI means becoming data-driven, prioritizing employee feedback and resources, and letting business goals guide technology deployment, says senior ...