The root of the word insurance dates over 500 years from the French ‘ensurer’ meaning engagement to marry. Today some leading insurance companies are going back to these roots and making insurance a ...

As it continues to evolve its corporate structure and applies artificial intelligence (AI) to simplify its communications and collaboration portfolio to deliver next-generation customer and employee ...

Opinions expressed by Digital Journal contributors are their own. With acceleration in digital transformation, customer expectations have evolved significantly in the insurance sector. In this era ...

Great companies are like beautiful clocks; they’ve got a lot of moving parts that all have to work together in order for the whole to be successful. Again and again I’ve found, however, that they can ...

A strategic layer defines business outcomes, prioritizes automation opportunities, establishes value metrics, and aligns initiatives with regulatory and ethical expectations. A governance layer ...

NASHVILLE, Tenn.--(BUSINESS WIRE)--Today at Xperience 2025, Genesys®, a global cloud leader in AI-Powered Experience Orchestration, announced the global winners of its 2025 Genesys Orchestrators ...

Forbes contributors publish independent expert analyses and insights. Shep Hyken is a customer service/CX expert, author & keynote speaker. There is an old saying that customer service happens when ...

Too many organizations treat CX as a function, not a culture, leaving growth, loyalty and employee alignment on the table. Leadership drives change. CX culture only takes root when senior leaders ...

The CX discipline is growing up — shifting from adolescence to college years, where clarity, accountability and measurable business impact matter most. A couple of years ago I wrote that the CX ...