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

AI or Not—That Is the Question for Your Company. Executive summary Most B2B organisations do not have an “AI gap” in customer experience (CX). They have a CX governance...

The next “customer” many companies will face is not a person clicking through your journey. It’s an AI agent acting on that person’s behalf — or a procurement bot...

Introduction Enterprise customer experience has moved into a “hard work” phase where boards demand measurable ROI, not AI novelty. In that reality, trust is no longer a brand abstraction;...