Eighty one percent of customer experience (CX) leaders report they will compete mostly or entirely on CX, but less than half have established the rationale for why CX drives business outcomes, ...

Forbes contributors publish independent expert analyses and insights. I am a Customer Experience Futurist, Author and Keynote Speaker. Many companies have spent the last few years making concerted ...

There are a lot of things that impact customer experience—employee engagement, the online customer journey, the in-store atmosphere, and more. One area that is often overlooked but that has a ...