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 ...

In the landscape of user-centered design, customer journey maps are indispensable tools. First appearing in the mid-1980s, they outline the journey of customers and users as they engage with products ...

For decades, enterprises have invested in technology to make customer experience better, yet the results often feel the same. Customers wait, repeat themselves and navigate disconnected systems that ...