Customer experience (CX) has become a central focus for both businesses and policymakers, shaping how companies interact with customers and how public services are delivered. It’s clear that CX has a ...

Kantar has launched Kantar Experience Impact, a customer experience solution developed with Qualtrics, to examine how customer interactions influence brand perceptions and growth. The solution ...

The CMSWire IMPACT Awards celebrate exceptional work in the fields of customer experience and the digital customer journey. The program’s most prestigious honor, Customer Experience Leader of the Year ...

For U.S. homebuilders, 2025 has shaped up to be the most challenging sales environment in a decade. New single-family home sales fell 13.7% in May, dropping to a seasonally adjusted annual rate of 623 ...

Think of customer experience (CX) as the pulse of your company's brand. Whether engaging with your business through an app, phone call or in-store visit, customers are well aware of how they're ...

For the last five years, around this time, I’ve compiled a set of customer experience-related predictions for the coming year. For each article, I gather together a set of predictions that have been ...

Many companies today depend on artificial intelligence to handle customer interactions online. From chatbots and voice assistants to recommendation engines, brands are integrating AI wherever they can ...

Discover how top brands create unforgettable customer service experiences that enhance loyalty, build trust and keep people coming back for more. At the heart of this experience are common triggers ...

In this article, I explore the often-overlooked elements of strategy development to avoid simply repeating common discussions on this topic. A well-executed B2B customer experience (CX) strategy can ...

In today's competitive marketplace, businesses increasingly aim to provide excellent customer service and positive customer experiences. These two terms are often used interchangeably, even though ...