The CX discipline is growing up — shifting from adolescence to college years, where clarity, accountability and measurable business impact matter most. A couple of years ago I wrote that the CX ...

TOKYO--(BUSINESS WIRE)--Service Management Group (SMG), a global customer experience, employee experience and brand research partner to more than 500 brands, has been hired by YUKAI Resort to identify ...

I originally wrote today’s post for MarTech. It appeared on their site on August 1, 2025. In far too many organizations, decisions are made in boardrooms, far removed from the reality of the customer.

In 2023, Ed Napleton Automotive Group’s national CX director Eduardo Rodriguez launched a new customer experience program based around tools and technology from Reputation that quickly produced ...

When reviewing job growth and salary information, it’s important to remember that actual numbers can vary due to many different factors—like years of experience in the role, industry of employment, ...

Three new categories recognize agentic AI, AI-powered customer service and self-service, and AI for customer data and ...

Customer Experience is failing. According to Forrester, US Consumer Perceptions of CX quality are at an historic low. Post-COVID the quality of customer experience eroded every year across the three ...

New operation expands TTEC’s automotive CX capabilities in Egypt as part of a seven-year strategic collaboration with Volkswagen Group UK Ltd.