Articles for R "Ray" Wang
The Future of CX Is Orchestrated Engagement
Forward-thinking companies must find ways to make the cacophony of customer experience technologies play together
Artificial Intelligence Powers the Future of CX
AI-driven smart services will make all of our customer journeys seamless
Digital CX Goes to the Movies
To picture customer journeys in the Internet of Things era, start thinking in settings and scenes.
Designing the Digital Customer Experience
The future of CX? Customer segments of one
7 Lessons to Learn in the Digital Shift
Focus on relevancy to build loyalty and authenticity.
Why the Battle for Identity Will Affect Customer Experience
Merging identities across environments is no easy task.
The Evolution of Social CRM
Early adopters must build trust and community
Stand Up for Your Rights!
How to ensure the software you use isn't abusing you in the process.