One task, many teams. A single customer journey often spans multiple departments, exposing weak links across channels. Friction by design. Some customer struggles are intentional and necessary, but ...

Forget vanity scores. From real-time insights to account-level health, these companies are proving that smarter CX metrics drive real business impact. Integrated CX data. Technology companies are ...

The most visionary organizations aren't just adding AI to existing processes—they're reimagining what business can become when intelligence flows seamlessly through every customer interaction. Over ...

Researchers have long understood that customer satisfaction is not a simple equation. Every interaction a customer has with a ...

Customer service has reached its lowest point since 2016. Forrester’s 2024 U.S. CX Index found brands’ service strategies fail to meet the ever-evolving needs of consumers. While advancements in ...