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.

The promise of agentic AI to transform customer experience (CX) is undeniable. AI-enabled CX platforms are rapidly expanding into a global market, with forecasts predicting it will reach USD 117.8 ...

Leaptree Optimize's AI innovations are part of the company's broader mission to help organisations improve customer interactions and operational efficiency without manual complexity. The solution's ...

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 ...

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

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

Omnichannel platform will help organizations meet rising demand for faster, more personalized customer interactions SUNNYVALE, Calif.--(BUSINESS WIRE)--Mitel ®, a global leader in business ...

BENGALURU, India, Jan ...

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

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) refers to all interactions customers have with an organization as well as their perceptions and feelings associated with that organization. McKinsey defines CX as “everything ...

Dr. Francis Goh has been an innovator and technical expert a strategist, board member, leadership mentor and sought after public speaker. Today he spends his career advising customers and fellow ...