Philips Healthcare is at the forefront of a dynamic market. Telemedicine, the lasting impact of the pandemic, the aging population, consumer access to healthcare data, and other factors are challengin

Ben Phillips, Head of Fujitsu Europes Customer Experience Performance Center, joins the CX Cast to share how Fujitsu Europe has scaled its CX program in a complex, account-driven B2B services organiz

As Verizon consumer groups first-ever Chief Customer Experience Officer, Brian Higgins accomplished a lot in just over a year. He joins the CX Cast to discuss his strategy to deliver best-in-class ex

This is the final episode in our 4-part deep-dive on journey mapping with Forresters journey mapping expert, Joana de Quintanilha. In this installment, Martin, Angelina, and Joana delve into the fina

This is the third episode in a 4-part deep-dive on journey mapping with Forresters journey mapping expert, Joana de Quintanilha. In this installment, Martin, Angelina, and Joana discuss how to valida

This is the second episode in a 4-part deep-dive on journey mapping with Forresters journey mapping expert, Joana de Quintanilha. In this installment, Joana digs into the journey map creation process

This is the first in a 4-episode deep-dive on journey mapping with our journey mapping expert, Joana de Quintanilha. In this episode, Joana gives an overview of the journey mapping effort, from scopin

We continue our series on Prudentials CX transformation by interviewing John Sciacchitano, VP, Head of Journey Management. He describes a framework of journey management that's sensitive to stakehold

Eighty percent of UK consumers believe that firms should always disclose when they use AI, yet only 48% believe that AI powers self-driving cars. With such a mismatch between consumer expectations and

CX leaders at large global organizations are developing new strategies to achieve better CX with AI while maintaining the well-being of frontline talent. Derek Allgood, Vice President of Global Custom