An executive recently asked me, what’s the biggest mistake leaders make when rolling out a customer experience strategy? My answer was simple. Most leaders think about the customer first.

New approach focuses on fixing the operational and technology failures that cause customer dissatisfaction You don’t ...

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

A focus on transparency and automation, with live support for stressful situations, can help craft a great returns experience ...

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 ...

The company unveiled Gemini Enterprise for Customer Experience (CX) on Jan. 11, at NRF 2026 in New York. The AI-powered ...

Forbes contributors publish independent expert analyses and insights. Shep Hyken is a customer service/CX expert, author & keynote speaker. There is an old saying that customer service happens when ...

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 Reuben Yonatan Customer ...

Customer-facing and internal workflows will come together on a shared, AI-first foundation that supports speed, flexibility, ...

Muskan Fnu receives a 2025 Global Recognition Award for measurable gains in telecom customer experience and operations, ...

The Regional Transportation District is sharing its safety plans for 2026, focused on customer experience, infrastructure ...