As the century-old mantra falls into obscurity, CX leaders contend with nuance and the true range of customer behavior.

The 2026 CX roadmap must shift from reactive fixes to proactive, cross-functional planning, measurable customer value, & long ...

We all understand why companies want to offload their customer service to bots and hard-to-find remote “representatives” distributed all over the world: it saves money. The last resort of customer ...

Every retail initiative, whether it’s AI, personalization or supply-chain transparency, depends on trustworthy customer data.