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

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

Friction isn’t always a flaw. When effort is intentional and optional, it can turn routine interactions into experiences ...

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

Annette Franz, CCXP, is founder and CEO of CX Journey Inc., a customer experience consultancy; she's a coach, keynote speaker, and author. I spend a lot of time talking to leaders about the value of a ...

Companies can create the most innovative or feature-laden products, but it will likely result in an unsuccessful endeavor if the customer is not satisfied. This is why every business strives to ...

Intuitively, most people recognize the value of a great customer experience. Brands that deliver them are ones that we want to interact with as customers — that we become loyal to, and that we ...

As the telecom industry goes through a period of rapid change—buttressed by economic headwinds, technology changes, and evolving customer expectations—industry leaders are focusing on customer ...

Throughout my career as a customer experience (CX) practitioner, I’ve seen brands make the same mistake time and again by believing that metrics alone improve customer experiences and loyalty. Too ...

When reviewing job growth and salary information, it’s important to remember that actual numbers can vary due to many different factors—like years of experience in the role, industry of employment, ...