The June 2017 research study from UserTesting on the retail mobile customer experience found that consumers expect a seamless online shopping experience no matter what device they use. Success in providing that exceptional experience for mobile shoppers involves making it as easy as possible.

Over the years, Google has embarked on countless quests, collected endless amounts of data, and spent millions trying to better understand its people. One of the company's most interesting initiatives, Project Aristotle, gathered several of Google's best and brightest to help the organization codify the secrets to team effectiveness.

Robots have long carried out routine physical activities, but increasingly machines can also take on more sophisticated tasks. Experts provide advice on the skills people will need going forward.

For an 18-year-old today, figuring out what kind of education and skills to acquire is an increasingly difficult undertaking. Machines are already conducting data mining for lawyers and writing basic press releases and news stories. In coming years and decades, the technology is sure to develop and encompass ever more human work activities.

Sam Walton said, “The goal as a company is to have customer service that is not just the best but legendary.” To better understand legendary customer service, on June 23, 2017, I moderated a roundtable discussion at the world’s largest academic customer experience conference, The Frontiers In Service Symposium hosted by Fordham University. We discussed, great customer experience today and tomorrow and insights on how leaders think.

There’s a myth at the heart of most customer relationship management. It’s the myth that the way to create better customer relationships is to improve every single experience that customers have with you. Over the years, this myth has led to businesses focusing budget and resources on improving the experience at a vast range of different customer touch points. But improving the experience at all of these touch points seems to have very little positive impact on customer retention, or increased spend.

Delivering a positive experience is the route to increasing customer satisfaction, loyalty, trust and advocacy. VoiceSage’s John Duffy looks at how organisations are using technology to push the customer experience bar higher.

Customer experience is now a CEO-level initiative, with 89 per cent of marketers expecting the customer experience (CX) to be a primary differentiator this year, according to research firm Gartner.

Artificial Intelligence (AI) is dramatically changing business, and chatbots, fueled by AI, are becoming a viable customer service channel. The best ones deliver a customer experience (CX) in which customers cannot tell if they are communicating with a human or a computer. AI has come a long way in recognizing the content – and context – of customers’ requests and questions.

The analytics enables various organization and enterprises to make the necessary decision in short period of time where everyone likely to retain their customers and trying to achieve success in business in a short period of time. Everyone is diving into business analytics that has a tremendous amount of way to find the what’s needed and what’s not in business. This unique ability of analytics helps to focus on business problems and also enables to provide deeper insights that are highly relevant to each industry. The intelligence business data analytics enables them to collaborate with each other and executives to alert the business in which they work, and play.