Online shopping can feel like a gamble. The product photos promise something sleek, stylish, and exactly what you were hoping ...

Waiting expectations matter. Customers are more frustrated by unexpected delays than by long waits. Gaps break loyalty. When reality doesn’t match expectations, customers feel regret, complain or ...

Despite customer experience being seen as a business imperative, a global study uncovers a concerning misalignment between corporate perception and customer reality—putting trillions in revenue at ...

NEW YORK, Jan. 20, 2026 /PRNewswire/ - Havas CX has released its seventh annual X INDEX Report, a proprietary global barometer of customer experience, revealing a warning for modern brands: the gap ...

Why Food Product Ads in Japan Look Exactly Like the Real Thing — And What the World Can LearnWalk into any convenience store ...

Avoid overpromising. Trust is built by establishing realistic expectations and then overdelivering. Overdelivery doesn’t mean working for free or providing services at a significant loss. Small, ...

Forbes contributors publish independent expert analyses and insights. Shep Hyken is a customer service/CX expert, author & keynote speaker. RetailWire, a daily online publication, asked me what three ...

For the first time in ages, technology advancements feel on pace with the big ambitions we have as marketers. Personalized experiences at scale, strong alignment between different marketing ...