Being the lead story on the 6 o’clock news because of customer experience failures isn’t what any organization wants. But that is what happened to the Virginia Employment Commission (VEC) on July 16, ...

Some of the clearest customer experience lessons don’t have to come from our normal sources. They can come from stories we already know by heart. Customer experience lessons don’t only come from ...

Shayan Hamidi is Founder & CEO of Rechat, an AI-powered Experience Management Platform for forward thinking real estate agents and brokers. A wide-reaching lawsuit has the real estate industry reeling ...

The first lesson in applying AI was learning how important it is to know who will be interacting with the AI application. We need to understand who the users of the application are, and what they are ...

From cutting friction to powering smarter personalization, customer experience is quietly becoming the fastest-growing brands ...

Alex Dizengof is the co-founder and CTO of Carbyne, a platform that provides rich-media call handling to emergency responders. The audio was distressing to hear: The man calling 911 outside of Marfa, ...

Purpose-driven leadership turns employees into customer service champions. Inspire teams with purpose, not just rules and procedures. Exceptional service thrives when employees are empowered and ...

NextGen 2026 continues to focus on the future of supply chain leadership and innovation. With keynote speakers from Wayfair, ...