Forbes contributors publish independent expert analyses and insights. I am a Customer Experience Futurist, Author and Keynote Speaker. Aug 28, 2023, 11:00am EDT This article is more than 2 years old.

When Karen Lynch took over as CVS Health CEO in 2021, one of her aspirations was to make the company one of the most consumer-centric organizations in healthcare. CVS Health has taken large steps in ...

The construction of effective customer satisfaction surveys becomes part of a pivotal strategy for achieving a deeper connection with customers. The creation of winning customer satisfaction surveys ...

Today’s consumers want and expect unique experiences, and traditional approaches are becoming less effective. Brands can employ innovative strategies like AI-powered personalization, voice-activated ...

Enter design thinking—an approach that goes beyond mere products to delve deeply into customer experience, transforming everyday banking into an intuitive, engaging, and satisfying journey. How can ...

Despite its central importance to the success of every business, customer experience is rarely implemented as effectively as it could be by leadership teams. This happens because customer experience ...

Companies can create the most innovative or feature-laden products, but it will likely result in an unsuccessful endeavor if the customer is not satisfied. This is why every business strives to ...

Discover how add-on sales boost revenue with examples and benefits. Learn strategies for maximizing profits through effective ...

This was a rough year for customer experience. We’ve been hearing for years how important customer experience is to business, and a whole business technology category has been built around it, with ...

Explore why approaching Customer Experience (CX) as a technology project leads to failure, and discover the importance of a ...

Successful healthcare organizations can distinguish between the patient experience and the customer experience. Healthcare organizations need to focus on both the patient experience and the customer ...