7 top strategies to kick your CX into high gear. Now is not the time to pull back on CX strategy—a staggering 57% of consumers feel their experiences have gotten worse in the past year. The ...

Annette Franz, CCXP, is founder and CEO of CX Journey Inc., a customer experience consultancy; she's a coach, keynote speaker, and author. I spend a lot of time talking to leaders about the value of a ...

Three ways your brand can take a page out of Damola and Red Lobsters approach to increase transparency, communication and loyalty. One of my closest friends here in Austin LOVES Red Lobster, so much ...

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

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 ...

Whereas large language models (LLMs) attracted consumers well before enterprise users, SaaS platforms are driving the use of embedded AI agents to improve employee experience and productivity. AI ...

AWS’s Ben Schriener explains how artificial intelligence is changing how small businesses approach their contact centers and ...

Failures like over-automation, inconsistent service, lack of personalization and poor communication erode trust and loyalty. Poor problem resolution, ignoring feedback and failing to adapt to customer ...

AI thrives on data but feeding it the right data is harder than it seems. As enterprises scale their AI initiatives, they face the challenge of managing diverse data pipelines, ensuring proximity to ...

Since 2018, Amira Boland has worked at the Office of Management and Budget as their first-ever federal customer experience lead. She led the implementation of a 2021 CX-focused executive order that ...