Your frontline teams are your brand. They influence satisfaction more than any marketing campaign ever will. But they can't deliver great service if they can't see the full picture. If your frontline ...

Customer experience (CX) is a critical function for any SaaS business. But all too often, CX teams are left to fend for themselves when it comes to tracking critical metrics across the customer base.

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

A positive customer experience is fundamental to the success of any business, including B2B organizations. Qualtrics research found bad customer service could cost more than $3.7 trillion globally.

In 2003, Fred Reichheld, a partner at Bain & Company, created the net promoter score (NPS). The metric is used in customer experience groups to measure the loyalty of a customer to a product or ...

In B2B organizations, clients increasingly expect a seamless, personalized and efficient experience. An elevated customer experience (CX) is no longer just a “nice-to-have” — it’s essential for ...

Customer experience has moved decisively from the margins of brand storytelling to the centre of business strategy. What was once treated as a feel-good marketing function is now directly shaping ...

How do you measure customer experience? It helps to start by understanding what constitutes good CX. Brands need to know because 75% of consumers say they’ll spend more for it and 80% will switch to a ...

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 ...

TYSONS, Va.--(BUSINESS WIRE)--Medallia, Inc., the global leader in customer and employee experience, along with Ipsos, one of the world's leading market research companies, has announced the next step ...

Retailers today operate in one of the most complex customer environments we’ve ever seen. Shoppers move between TikTok, retail media, marketplaces, mobile apps, and physical stores, often within the ...