Currently, I am working on a new keynote speech and project that I’m calling “The Customer Algorithm.” The idea came to me as I was driving a rental car from Tucson to Phoenix. Construction on the Interstate had traffic at a standstill, and I was likely going to miss my flight. This raised the possi...

In the field of customer experience, the advent of Artificial Intelligence presents an unparalleled opportunity for businesses to redefine the way they interact with customers.

Your incorporation of AI into your customer experience strategies is not just about harnessing new technologies; it's abou...