The most advanced organizations are using adversarial simulation to stress-test AI against edge cases, confusion, and hostile ...

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

Tipping has evolved from a hospitality tradition into a widespread expectation across many service sectors, including ...

Model Context Protocol (MCP), a new open standard that defines how AI systems connect to data and tools, helps solve the interoperability challenge by functioning as a universal adapter for AI agents.

Hayete Gallot joined Google in April 2025 to spearhead a new division focused on helping customers adopt the company's cloud ...

As trust erodes and AI accelerates, Experience 5.0 emerges as the framework connecting technology, ethics and human value.

New approach focuses on fixing the operational and technology failures that cause customer dissatisfaction You don’t ...

Forbes contributors publish independent expert analyses and insights. Shep Hyken is a customer service/CX expert, author & keynote speaker. There is an old saying that customer service happens when ...

Providing exceptional customer experiences can really set you apart from your competition. Today's consumer expects a personalized experience from the companies they choose to engage with. In fact, ...

What looks good on paper doesn’t always work well in practice—and can cost you more than you think.

Austin-based ATX Construction Handyman & Remodeling LLC rolls out a customer-first home services approach with ...