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 ...

James Loffler is the President of Loffler Companies, a leader in business technology services and solutions across the Upper Midwest. In the dynamic landscape of business and office technology, the ...

To orient a company with the client experience means putting clients at the center of everything. “That goes beyond your sales team,” says Michael J. Toth, Executive Vice President and Chief ...

It's not about answering their calls and doing what you promised you would: Sarah Dobek of Inovautus Consulting explains why firms should elevate their client experience. Welcome to On the Air with ...

Airship, the mobile-first customer experience company, today announced the winners of the 2026 Elevate Customer Experience Awards. Global brand leaders from The Economist, Southwest Airlines, and ...

The race to own customer experience is on. Beyond the accounting profession, companies are recognizing the importance of delivering a rich client experience to differentiate themselves from the ...

Yes — product, price and performance matter, but customer experience is now the basis of differentiation for most businesses. “Customer experience (CX) is the new marketing battlefront.” That’s the ...

Discover how top brands create unforgettable customer service experiences that enhance loyalty, build trust and keep people coming back for more. At the heart of this experience are common triggers ...

According to research from BTI Consulting, just over one in four corporate counsel would recommend their primary law firm to a peer. That’s a dramatic drop from 69% in 2020. The reason? It’s not a ...

But customer service is just one aspect of the entire customer experience. It usually comes into play when something has gone wrong; it is the place where companies fix things when part of the ...

Attracting new clients is hugely important for accounting firms, but the development of the firm-client relationship after the engagement letter is signed is arguably even more important. Firms often ...