As trust erodes and AI accelerates, Experience 5.0 emerges as the framework connecting technology, ethics and human value.

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 ...

Customer experience (CX) refers to all interactions customers have with an organization as well as their perceptions and feelings associated with that organization. McKinsey defines CX as “everything ...

CDI goes beyond collecting data, focusing on accuracy, governance and real-time access that modern CX depends on.

Imagine it's lunchtime. There are half a dozen burger joints you could go to. Assuming prices and food quality are roughly the same at each place, how do you choose where to go? It's all about the ...

Customer experience quality in the U.S. has just hit an all-time low. And, in related news, customer experience quality in the U.S. has also hit an all-time high. Let the confusion begin. These two ...

Forbes contributors publish independent expert analyses and insights. Shep Hyken is a customer service/CX expert, author & keynote speaker. What happens when a positive internal culture meets customer ...

The Fast Company Executive Board is a private, fee-based network of influential leaders, experts, executives, and entrepreneurs who share their insights with our audience. BY Tim Maleeny As we ...

One-size-fits-all customer experience playbooks don’t exist — and for good reason. Every business has distinct customers with distinct feelings, needs and preferences. It’s up to you to define what ...

When it comes to providing exceptional customer experiences, few industries excel quite like the hotel business. With a strong emphasis on hospitality, hotels have mastered the art of creating a ...