Forbes contributors publish independent expert analyses and insights. I am a Customer Experience Futurist, Author and Keynote Speaker. Aug 28, 2023, 11:00am EDT This article is more than 2 years old.

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 ...

CXA enhances personalization. Customer experience automation uses real-time data and AI to deliver personalized, relevant experiences across multiple touchpoints. Scalable customer journeys. CXA ...

Messaging needs consistency. Conflicting language across functions leads to confusion and erodes customer trust. Leadership drives change. Leaders must model collaboration, remove blockers and keep ...

For the past 20 years, the financial services industry has been obsessed with the “customer experience.” Executives have been convinced—and convinced themselves—that financial products are commodities ...