Using a Human Centred Approach to Transforming Customer Experience With Tabitha Dunn , Ericsson Chief Customer Officer and Head of Customer Experience employee experience , CX, EX

You guessed it. AI. A chatbot that fails to solve customer problems may create more financial risk than operational savings.   The Gist Does cheaper customer service always save...

Why Unverifiable Rankings Betray Customer Thinking I recently left a CX industry publication where I had been the top-ranked author for more than fourteen months. Over the years I...