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Latest posts
Last updated about 1 month ago
AI-Moderated Interviews Expand How Teams Conduct Customer Research
about 1 month ago
AI-moderated interviews are an emerging research tool where an AI agent interviews...
B2B Customer Communities Need An AI-Powered Reboot
about 1 month ago
AI doesn’t have to replace the human connection that makes B2B customer...
Emotion Leads CX Quality Rebound In The US
about 1 month ago
After four years of decline, customer experience (CX) in the United States...
Conversational Banking Won’t Scale Without Strong Foundations
about 2 months ago
Discover the data, architecture, and governance foundations that banks need to scale...
How AI Impacts The Customer Service Job Market
2 months ago
We know that companies right now are heavily investing in customer service...
Europe Builds The Blueprint For Social Platform Accountability
2 months ago
Following the UK’s move to tighten protections for minors online, the European...
Use 2027 Budget Optimism To Drive An AI Reset
2 months ago
Budget optimism is rising as 2027 approaches — but more spend alone...
PlayStation Picks Profits Over Players
2 months ago
PlayStation recently made an announcement that starting in January of 2028, they...
Your Journey Surveys Overestimate NPS
2 months ago
Net Promoter Score℠ (NPS) results from post-journey surveys most likely overstate customer...
If CX Doesn’t Change Decisions, It Doesn’t Matter
3 months ago
CX teams create value not by measuring experiences but by influencing decisions...
Three Parting Lessons From Forrester’s June CX Events
3 months ago
Across our CX events in Amsterdam, New York City, and San Francisco...
Building The Human Foundation For AI At CX Forum East
3 months ago
AI raises the stakes for experience leaders. Insights from CX Forum East...