Maximus, a leading employer and provider of government services, today announced the integration of Salesforce's Agentforce, the digital labor platform for augmenting teams with trusted autonomous AI ...

By charting their entire journey, we can pinpoint gaps in service, identify key opportunities for improvement, and optimize the total customer experience. It's not just a generalized idea of your ...

Therefore, you must understand how each touchpoint contributes to the overall customer experience. By measuring each touchpoint independently, you can determine its contribution to the overall ...

To navigate this — and to thrive — businesses need to recognize the vital link between customer and employee experience. Total Experience (TX) should be seen as a guiding light to increased ...

This keynote will unveil Forrester’s Total Experience Score: a new measurement framework that concurrently evaluates both brand and customer experience — and surfaces the interdependencies ...