Modern CX depends less on where data lives and more on how signals, AI, and governance come together at decision time.

The United States is in a data quality crisis. This impacts everything, from productivity to AI. Here I’ll focus on the impact of bad data on customer service, which is also in crisis. I recently got ...

Forbes contributors publish independent expert analyses and insights. Gary Drenik is a writer covering AI, analytics and innovation. Today, I’m speaking with Amit Sood, chief technology officer at ...

The human brain doesn’t remember everything verbatim. It remembers meaning. Patterns. Emotional weight. That’s the standard ...

It’s long been known that excellent customer service is critical for companies’ bottom lines, and the numbers continue to support that. Research from The Harvard Business Review found that customers ...

The new online portal offers a look at how the agency is doing, as its new commissioner passes his 100 day mark on the job. Social Security Administration Commissioner Martin O’Malley has been on the ...

Customer data platforms (CDPs) first gained popularity among marketing users as the technology tackled the marketing function’s complex customer data management challenges. These challenges included ...