Humach focuses extensively on the impact of customer experience to an organization. Whether we are discussing the effect on revenue, the influence of the customer, or the outcome of a solid customer journey, we recognize that customer experience can positively or negatively change the trajectory...

You may be wondering if Artificial intelligence (A.I.), along with the merging of humans and machines, can improve the customer experience, agent productivity, generate revenue, or possibly lower the cost associated with supporting customers. Netflix suggests movies based on your watching habits, Amazon recommends products based...

When we speak of the darlings of customer experience (CX), names like Amazon, Zappos and T-Mobile are frequently used. What we don’t often hear are automobile manufacturers and dealers as trendsetters in the CX world, until now. Hyundai USA has decided to make CX a...

It’s difficult to watch a beloved children’s store close, particularly an iconic brand such as Toys R Us. Many parents warmly remember tossing the ball inside the large expanse of the store, spending hours wandering the aisles as a child while interacting with many new...