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 ...

For the last five years, around this time, I’ve compiled a set of customer experience-related predictions for the coming year. For each article, I gather together a set of predictions that have been ...

Global brands across industries are leveraging NiCE to deliver smarter, faster and more personalized experiences HOBOKEN, N.J.--(BUSINESS WIRE)-- NiCE (Nasdaq: NICE) today announced a series of ...

Today's communication with businesses are powered by emerging technologies and supported by humans. NICE Enlighten, a purpose-built AI for customer experience, has operations, agents, and customers ...

Whereas large language models (LLMs) attracted consumers well before enterprise users, SaaS platforms are driving the use of embedded AI agents to improve employee experience and productivity. AI ...

Discover how top brands create unforgettable customer service experiences that enhance loyalty, build trust and keep people coming back for more. At the heart of this experience are common triggers ...

Three ways your brand can take a page out of Damola and Red Lobsters approach to increase transparency, communication and loyalty. One of my closest friends here in Austin LOVES Red Lobster, so much ...

Since 2018, Amira Boland has worked at the Office of Management and Budget as their first-ever federal customer experience lead. She led the implementation of a 2021 CX-focused executive order that ...

Amira Boland was the first to take on the role of customer experience lead at the White House, and she sees great potential even beyond her departure. Since 2018, Amira Boland has worked at the Office ...

Experiences are, at their core, emotional for customers. Whether it’s the frustration of being stuck in a middle seat on a long flight, the excitement of waiting hours to taste a special meal, the ...