Customer Experience

To bolster innovation, use a growth-affirming innovation narrative supported by four proven levers.

Australian social service agencies are taking the lead in using bots to improve services.

Retailers can avoid displacement and connect with customers by focusing on digital experience.

Digital customer service platforms offer better service when they use customer-centric language.

Digital growth often comes at the expense of customer experience, but a new approach offers a win-win.

Improving customer experience offers more long-term benefits than “earn-and-burn” loyalty programs.

Disruption rarely comes out of nowhere — so if you see these key signs, take action to limit your risk.

Companies should work toward incorporating AI-driven chatbots that use natural language.

Legacy offline stores and online retailers are each finding their way to a new kind of shopping experience: the showroom.

AI and IoT offer significant benefits — as yet untapped — for facilities maintenance.

There are four different paths companies can take to become top performers in the digital economy.

Duke Energy CEO Lynn Good reflects on guiding her company in an industry in transformation.

For digital success, CIOs must oversee all of IT, collaborating with marketers and business units.

Logistics partners use supply chain intelligence to meet the demands of the high-tech industry.

South Africa’s Nedbank uses analytics to help its clients reassess their customer relationships.

Adobe uses a variety of social business activities to create a great experience for employees and customers.