Litha Ramirez, executive director of the Experience Strategy and Design Group at SPR and other CX experts share their thoughts on the advantages of CX design. In an effort to provide a consistent, ...

For decades, enterprises have invested in technology to make customer experience better, yet the results often feel the same. Customers wait, repeat themselves and navigate disconnected systems that ...

Forbes contributors publish independent expert analyses and insights. A recent study by Harvard Business Review, conducted in collaboration with Tata Communications, reveals some unexpected news and ...