Blake Morgan

Even with a plummet in customer satisfaction after holiday cancellations, the airline industry is recovering. Top airlines deliver personalized, frictionless service.

Customer experience in 2023 looks different than ever before. With a recession, changing customer preferences, and new tech, CX teams have opportunities to innovate.

Walmart and Amazon are two of the largest and most recognizable retailers in the world. But who comes out on top when considering customer experience?

Phygital experiences bring together the best of both worlds to blur the line between technology and in-person.

With it come many ethical gray areas and calls to slow down the speed of its development.

Instead of waiting for customers to come to them, leading companies actively seek out customer feedback and use it to improve their experience.

Customer-focused leaders set the tone for their company’s customer experience efforts. These 10 CX hero CEOs take it above and beyond by working on the front lines.

Customers overwhelmingly want self-service options and crave the convenience and control of getting help on their own schedules.

In celebration of the people and practices that serve customers’ needs, 2023 has been a banner year for customer experience.

Relating this to customer experience, Davit Cote suggests that most companies miss the mark because they don’t listen effectively to what their customers want.

The contact center is the most important place for customer experience investments in 2024. Read our five customer experience predictions in this article

Only 31% of leaders track the ROI of customer experience - if you want to get the attention of your CEO, you need to show how you are saving or making the company money.

Learn the secrets behind Haidilao’s unique customer-centric culture.

AI is the largest change coming to work we’ve seen in the last fifty years. How you manage the people aspect of this new technology will determine your success.

Customer experience is a game of inches rather than yards. How Nike trains every day is more powerful then the money thrown at the Olympics.

By making the right kinds of investments in a down economy, when the dust settles your brand could be well positioned to win more market share.

Out of all the industries that will be disrupted by AI, customer service has been identified as one of the first. Here are five companies with significant investment.

Imagine living in a place where a coyote can safely walk over a freeway on a brand new 100 million dollar bridge near Calabasas, California, and right under that bridge dumping 4.5 million tons of toxic ash?

AI and Agentic AI was a key theme from a customer experience perspective at the annual Qualtrics X4 Experience Management Summit this week in Salt Lake City bringing in 6,000 practitioners from all over the world.

Zendesk’s new Resolution Platform puts customer-centric outcomes first with AI agents, real-time insights, and a smarter approach to service and employee support.