This was a rough year for customer experience. We’ve been hearing for years how important customer experience is to business, and a whole business technology category has been built around it, with ...

For years now, we analysts have been fed a steady diet of “UCaaS and CCaaS must come together.” Conceptually, it makes sense, as the communications channels are across both product areas are the same, ...

Messaging needs consistency. Conflicting language across functions leads to confusion and erodes customer trust. Leadership drives change. Leaders must model collaboration, remove blockers and keep ...

Forbes contributors publish independent expert analyses and insights. I teach growth leaders how to grow revenues, profits and firm value. It is common knowledge that delivering superior digital ...

The art of crafting analytics dashboards goes far beyond displaying metrics on a screen. For marketing managers responsible for customer experience, these dashboards become the primary vehicle for ...

Companies can create the most innovative or feature-laden products, but it will likely result in an unsuccessful endeavor if the customer is not satisfied. This is why every business strives to ...