The root of the word insurance dates over 500 years from the French ‘ensurer’ meaning engagement to marry. Today some leading insurance companies are going back to these roots and making insurance a ...

The promise of agentic AI to transform customer experience (CX) is undeniable. AI-enabled CX platforms are rapidly expanding into a global market, with forecasts predicting it will reach USD 117.8 ...

B2B renewals are won or lost 180 days before the contract expires. Dow serves as the gold standard for linking experience to ...

The immaturity of AI agents is becoming clearer, showing as inconsistent performance and an inability to understand the ...

Forbes contributors publish independent expert analyses and insights. I teach growth leaders how to grow revenues, profits and firm value. I recently led several executive panels at the Customer ...

Opinions expressed by Digital Journal contributors are their own. With acceleration in digital transformation, customer expectations have evolved significantly in the insurance sector. In this era ...

NASHVILLE, Tenn.--(BUSINESS WIRE)--Today at Xperience 2025, Genesys®, a global cloud leader in AI-Powered Experience Orchestration, announced the global winners of its 2025 Genesys Orchestrators ...

As it continues to evolve its corporate structure and applies artificial intelligence (AI) to simplify its communications and collaboration portfolio to deliver next-generation customer and employee ...

Great companies are like beautiful clocks; they’ve got a lot of moving parts that all have to work together in order for the whole to be successful. Again and again I’ve found, however, that they can ...

A strategic layer defines business outcomes, prioritizes automation opportunities, establishes value metrics, and aligns initiatives with regulatory and ethical expectations. A governance layer ...