Web3 puts control of data back in the hands of users. But what does that mean for marketers, consumers and the future of the customer experience? There's a lot of discussion about Web3, the ...

The greatest changes in customer experience over the past decade have been in the ways customers interact with brands. The digital customer experience has exponentially evolved over the past decade, ...

Kerry Gross, director of research intelligence at American Banker, moderated a panel with Brianna Elsass, head of U.S. digital servicing at BMO; Erin Holloway, executive industry advisor at SAP; and ...

More brands are engaging in inclusive marketing than ever before. And while it is good that progress is being made in making more consumers feel like they belong, there is still work to be done. Just ...

AI-powered customer service tools like chatbots that rely on large language models (LLM) aren't new: 41% of organizations use AI-powered copilots for customer service and 60% have implemented them for ...

Your SEO campaign may be missing a secret weapon: customer reviews. How you generate, engage with, and highlight ratings and feedback from your customers can affect your credibility and visibility, ...

Expertise from Forbes Councils members, operated under license. Opinions expressed are those of the author. As marketers, we tend to focus on supporting customers up to the point of sale but then pass ...

As companies face rising demands from consumers, governments, and their own boards to better address environmental issues, they also have to deal with their customers’ ever-higher expectations for ...

TROY, Mich.: 1 Feb. 2024 — Overall wireless customer care satisfaction has increased thanks to a boost in satisfaction with digital channels, according to the J.D. Power 2024 U.S. Wireless Customer ...