The root of the word insurance dates over 500 years from the French ‘ensurer’ meaning engagement to marry. Today some leading insurance companies are going back to these roots and making insurance a ...

AI and human orchestration backed by nearly 30 years of operational data to modernize customer experience with intelligence ...

NASHVILLE, Tenn.--(BUSINESS WIRE)--Today at Xperience 2025, Genesys®, a global cloud leader in AI-Powered Experience Orchestration, announced the global winners of its 2025 Genesys Orchestrators ...

Opinions expressed by Digital Journal contributors are their own. With acceleration in digital transformation, customer expectations have evolved significantly in the insurance sector. In this era ...

As it continues to evolve its corporate structure and applies artificial intelligence (AI) to simplify its communications and collaboration portfolio to deliver next-generation customer and employee ...

Great companies are like beautiful clocks; they’ve got a lot of moving parts that all have to work together in order for the whole to be successful. Again and again I’ve found, however, that they can ...

To say that customer experience is important might be the understatement of the decade—or at least of the previous few years. The business benefits of focusing on customer experience can't be ...

Too many organizations treat CX as a function, not a culture, leaving growth, loyalty and employee alignment on the table. Leadership drives change. CX culture only takes root when senior leaders ...

The CX discipline is growing up — shifting from adolescence to college years, where clarity, accountability and measurable business impact matter most. A couple of years ago I wrote that the CX ...

"In the next phase of category growth, brilliance may still attract attention, but belief is what drives adoption." ...