Forbes contributors publish independent expert analyses and insights. I am a Customer Experience Futurist, Author and Keynote Speaker. Nearly every aspect of life today is dramatically different than ...

Customer experience has become more than just a priority; it's a competitive differentiator. With customers expecting consistent personalization across channels, proactive engagement and the ...

Customer experience is a global principle. Although it might look different in each location, the concept is always the same: customers want to be valued and should be central to a brand. These 25 ...

A customer experience journey map, or customer experience map, illustrates all of the touchpoints a customer has with a brand as they weave through the marketing funnel across all of the brand’s ...

Even with best of intentions, fragmented data can cause personalized marketing programs to seriously strain—or even end—customer relationships. While many of us marketers talk about our intentions, ...

Customer service and customer experience (often referred to as CX) are two important terms that business owners and brands need to understand in order to thrive in today's competitive marketplace.