CX Excellence

New decade, new retail. At National Retail Federation (NRF) “Big Show” conference in New York City, business leaders defined what will make for exceptional...

Increasingly, customers expect personalized experiences as a standard of service. But as consumers, we all know that the quality of personalized experiences...

In the era of the customer, companies are adopting digital initiatives and making changes to established business models, processes, and systems to...

It’s no secret that consumers want and expect personalized experiences from brands. In an increasingly data- and technology-driven marketplace, companies can’t simply...

On Nov. 12th Disney Plus entered the streaming world and effectively started the Streaming Wars. Amassing 10 million users on day one and possibly...

As consumers, we live in a golden age. It has never been easier to find, purchase, watch, or listen to what we...

Contact centers are undergoing a digital transformation that reimagines customer engagement—but don’t count humans out. At ICMI Contact Center Connections, industry experts laid...

The future of customer service rests on an organization’s ability to recognize and meet customers where they are. Incite Group’s 9th Annual Customer...

The automobile—a status symbol and one of the most common forms of transportation for nearly a century—is facing headwinds around the world...