Customer experience

Prioritizing players and digital infrastructure led viewership to nearly triple.

A guide to the most promising opportunities.

Studies have shown that people dislike attempts to make AI convincingly human. But emphasizing the essential role of humans in AI tools can help reduce resistance to adoption.

The travel expert on his career arc, contributions to nonprofits, and more

As global warming intensifies, it puts operational efficiency in tension with worker well-being.

A CEO who wants to get an edge with technology faces pushback from a key customer and some of her team.

Companies are inhibited by siloed customer data. Digital customer hubs can help.

The five dimensions to consider—and how AI can help

A/B testing by Instacart suggests that telling customers about stocking times can increase spending and decrease the proportion of items replaced or refunded.

Brands racing to embrace customer service chatbots risk neglecting disabled communities.

It can automate creative tasks and improve the customer experience.

Unsatisfied with the initial response, the company doubled down on the patient experience.

The five stories that have resonated most with our readers this year.

“Evolvable scripts” are brief instruction sets that are easy to understand and remember, and allow room for employees to adapt to specific and changing needs.