Forbes contributors publish independent expert analyses and insights. Dr. Cheryl Robinson covers areas of leadership, pivoting and careers. When people think of pivoting, it is often limited to their ...

Generative artificial intelligence, digital customer service, and conversational user interfaces (CUIs) will transform customer service and support by 2028, according to research firm Gartner's Hype ...

Kimberlee Leonard has 22 years of experience as a freelance writer. Her work has been featured on US News and World Report, Business.com and Fit Small Business. She brings practical experience as a ...

A customer-centric AI strategy has become more than a technological asset — it's a pivotal component of business success. As we witness the digital transformation of commerce — a statement that is ...

Companies are missing a big opportunity hiding in plain sight: their smallest customers. Small and medium businesses (SMBs) often make up the majority of a company’s customer base, yet many are served ...

The Digital Customer Experience Summit 2025 will take place from November 12–13, 2025, at the Hyatt Regency Toronto. The event brings together customer experience and digital transformation leaders to ...

Expanding on its role in supporting technology-backed advancements and encouraging secure digital transformation in line with ...

As banks and financial institutions (FIs) navigate rapidly shifting customer preferences, the imperative to transform is urgent. It’s not as if banks aren’t trying. Some have made significant strides ...

Leading companies are adopting digital customer hubs that connect data, AI and automation to drive insight-based sales action ...

Recruiting new customers costs seven to nine times as much as it does to keep current customers from leaving. Besides the obvious foregone revenue, dissatisfied customers are not going to recommend ...