It’s no secret that today many companies are leaning heavily into modern (and often strictly digital) means of communication to deliver a streamlined customer experience. The digital world continues ...

When used well, lifecycle automation can help companies collect leads, convert clients and create fans. Here’s a look at what it is, how it works and how to get started. Your business needs more ...

The role of the marketer goes beyond driving awareness and generating demand; once they hand over a prospect to the sales team the job isn’t over. It's commonly believed that a marketer's job is done ...

Retaining customers and reducing churn has never been more important. Yet, rather than addressing this, many businesses try to tackle the issue by constantly topping up with new customers to replace ...

Intercom envisions a not-too-distant future where a single unified AI agent will handle the entire customer experience, and it is creating that agent. According to Intercom CEO Eoghan McCabe, Intercom ...

Annette Franz, CCXP, is founder and CEO of CX Journey Inc., a customer experience consultancy; she's a coach, keynote speaker, and author. I spend a lot of time talking to leaders about the value of a ...

Forbes contributors publish independent expert analyses and insights. Gary Drenik is a writer covering AI, analytics and innovation. We’ve all experienced bad customer service. I tried to resolve a ...