NPS Data Shows Embedded, AI-Supported Delivery Matches In-House Performance Across Customer Experience and Operations

As organizations scale customer experience, technical delivery, and business operations, leaders are rethinking how work gets ...

In An AI-Forward World, Experience Is All We Have Left

DIfferentiation beyond AI is essential when companies have access to the same platforms. Leveraging employees in the customer ...
CMSWire

The New King of Customer Experience? McDonald’s. Seriously.

McDonald’s does not succeed because it delights customers. It succeeds because it removes uncertainty.
CMS Wire

Customer Experience Automation: Beyond the Basics

CXA enhances personalization. Customer experience automation uses real-time data and AI to deliver personalized, relevant experiences across multiple touchpoints. Scalable customer journeys. CXA ...

What Are the Top Customer Experience Trends for 2026? New Transcom Report Identifies Five Paradoxes CX Leaders Must Address

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 ...
Forbes

Putting The Customer Back In Customer Experience

Forbes contributors publish independent expert analyses and insights. Gary Drenik is a writer covering AI, analytics and innovation. We’ve all experienced bad customer service. I tried to resolve a ...