How GBS serves the global business

Can an evolved approach to shared services help companies thrive?
AI-powered conversational analytics

​​AI joins the conversation

New AI-powered language tools can listen in on service calls and help customers and agents in real time
Man sitting down looking at his phone with message notifications floating in the foreground

Lonely but not alone

We’re more connected than ever. So why do we feel lonely?
Customer experience strategy starts with employee experience

Australia’s golden opportunity

How leaders can embrace AI to transform our lives and work

Learn more

The letters "ESG" against a dark background with a spotlight on "G" for governance

Without governance, there is no ESG

The last letter in the business world’s hottest abbreviation should come first for companies focused on delivering results
age of experience
Workflow Quarterly

The Age of Experience

How great brands delight customers and employees
Headshot of Shep Hyken wearing a black suit with a light blue dress shirt

How to recession-proof customer experience

Customers look for a reason to bolt during a downturn. CX expert Shep Hyken says don’t give them one.
cell phone with clipart of a shopping cart on the screen surrounded by leaves against a dark background

Is sustainability at odds with good CX?

Consumers want companies to care for the environment, but that can come at the cost of convenience. Here’s how to be green and still offer a great experience.
persistently unsatisfied customer standing in the corner of a large white concrete building

The persistently unsatisfied customer

Despite adopting cutting-edge digital CX, companies still struggle to make their customers happy
Paul Greenberg

Great customer experiences transcend delight

Customers want fast, convenient, and easy experiences. Companies must design processes and systems to deliver them.

​​When Dev meets Sec

Bringing developers and security teams together doesn’t have to put speed at odds with safety. DevSecOps ultimately improves culture and products.
customer experience survey

Designing better experiences

Future tech will help companies craft personalized and up-to-the-minute responses for customers and employees
digital customer experience survey

How advanced is your digital customer experience?

Compare your progress against 1,000 global C-suite leaders
companies boost total experience

The future of experience

ThoughtLab founder Lou Celi discusses the rapid evolution of digital experience and how it is delivering measurable value to companies
rx healthcare

Rx for healthcare

New tools and technologies yield better patient experiences
change is hard

Change is hard

Tech transformation requires employee buy-in. Here’s how to earn it.
Dave Wright experience ServiceNow
Editor's Letter

The age of experience

Customer and employee experience are two halves of the same coin
digital gold rush australia

A digital gold rush will be built on AI

By automating routine tasks, AI can make work easier, faster, and more meaningful