An executive recently asked me, what’s the biggest mistake leaders make when rolling out a customer experience strategy? My answer was simple. Most leaders think about the customer first.

Today, Transcom released 2026 CX Trends: Paradoxes Leaders Can’t Ignore, an industry report designed for enterprise customer experience, operations, and digital transformation leaders. The report ...

New approach focuses on fixing the operational and technology failures that cause customer dissatisfaction You don’t ...

Your frontline teams are your brand. They influence satisfaction more than any marketing campaign ever will. But they can't ...

Modern CX depends less on where data lives and more on how signals, AI, and governance come together at decision time.

Intentionally designed experiences, not features or price, are the real drivers of retention, trust and long-term revenue.

Model Context Protocol (MCP), a new open standard that defines how AI systems connect to data and tools, helps solve the ...

New joint solution combines Medallia's deep customer experience and operational intelligence with Ada's proven capabilities for agentic AI at scale to fix customer friction fast Medallia, Inc., the ...

In Market Force Information's 2025 Home Improvement Retail Benchmark Study, Ace Hardware and Menards earned the highest ...

Innovate UtilityCX (IUCX) is proud to announce its 50th Annual IUCX Conference, taking place April 14–16, 2026, at the Tampa ...

The IPO comprised 65,000,000 Invitation Shares at an offer price of S$0.25 per share, consisting of 2,000,000 Public Offer ...

Fusion CX expands its Latin America nearshore footprint with the acquisition of Skycom BPO, adding USD 25M in annualized ...