One bad experience can drive your customers away. According to PwC research, more than 30% of customers are likely to walk away from a brand after just one bad experience. On the other hand, buyers ...

CMSWire 2025 Contributor of the Year Colleen Lonsberry argues that efficiency alone can’t replace empathy — even in AI-driven ...

Jeff Bezos famously said, "We innovate by starting with the customer and working backward. That becomes the touchstone for how we invent." The success of a business in the current landscape can be ...

Customer journey analytics software aims to help businesseses understand, optimize and personalize every step of the customer experience. By aggregating and analyzing data from touchpoints across both ...

Integrating data and AI solutions throughout the customer experience journey can enable enterprises to become predictive and proactive, says vice president of product marketing at NICE, Andy Traba. In ...

Retail is one of the largest sectors in the world, with a retail sales forecast of $30.3 trillion in 2023. In a market so large and competitive, businesses compete to stand out to deliver bigger and ...

Opinions expressed by Entrepreneur contributors are their own. Customer needs evolve at a breakneck pace in the digital world. When the pandemic pushed companies to complete their digital ...

Most businesses believe that they deliver a great customer experience, but this is based on outdated, old-fashioned ideas. Here’s what businesses can do to shift their customer experience to the ...

Customer experience shapes brand perception and loyalty, but gaps prevent many organizations from optimizing performance ...

Generative artificial intelligence (AI) has burst into the public consciousness this year, thanks to the launch of ChatGPT in November 2022. In its first six months, it garnered more than 100 million ...