Discover how digital experience platforms are redefining customer engagement in 2026 through personalization, omnichannel ...

Nailing personalization at scale is like unlocking a money cheat code for companies, but it's not an easy feat. Customers today expect highly personalized experiences from the brands they interact ...

One task, many teams. A single customer journey often spans multiple departments, exposing weak links across channels. Friction by design. Some customer struggles are intentional and necessary, but ...

“Consumers have more information about products and more products to choose from than ever before. They have more ways to shop… and they are bombarded with messages pitched through a growing number of ...

Within a year, the airline was No. 1 in punctuality. The company went from losing millions to making millions. In 1983, Air Transport World named SAS Airline of the Year. All of this is because of a ...

The art of crafting analytics dashboards goes far beyond displaying metrics on a screen. For marketing managers responsible for customer experience, these dashboards become the primary vehicle for ...

The digital customer journey starts from the moment they discover you and continues through to the final sale and follow-up messaging. The journey isn’t over once a prospect becomes a customer either; ...

Service is a mission-critical activity that deserves your attention today and every day. Key findings and surprises from Bizrate Insights’ January 2024 survey of 900 online shoppers provide a ...

Everyone’s been there — you try your mightiest to get the machine on the other end of the phone to understand what you need, until you give in to frustration and just begin to scream “representative.” ...

The MarketWatch News Department was not involved in the creation of this content. Responds to end-user inquiries in natural language, thereby ensuring high-quality customer experience TOKYO, May 8, ...