As trust erodes and AI accelerates, Experience 5.0 emerges as the framework connecting technology, ethics and human value.

Customer service has traditionally been viewed as a cost center for businesses. It's often seen as a necessary expense that only adds a little value to the bottom line. But customer experience is ...

Model Context Protocol (MCP), a new open standard that defines how AI systems connect to data and tools, helps solve the interoperability challenge by functioning as a universal adapter for AI agents.

Forbes contributors publish independent expert analyses and insights. I teach growth leaders how to grow revenues, profits and firm value. I recently led several executive panels at the Customer ...

Intuitively, most people recognize the value of a great customer experience. Brands that deliver them are ones that we want to interact with as customers — that we become loyal to, and that we ...

Throughout my career as a customer experience (CX) practitioner, I’ve seen brands make the same mistake time and again by believing that metrics alone improve customer experiences and loyalty. Too ...

For years, SaaS companies have claimed to put the customer first. But when you look at how software is actually bought, sold, and billed today, the reality tells a different story: customer experience ...