The 2026 CX roadmap must shift from reactive fixes to proactive, cross-functional planning, measurable customer value, & long ...

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 ...

Ensuring autonomous workflows perform with consistent reliability and accuracy is core to customer experience; CX assurance ...

A CX focus is no longer nice to have—it’s a necessity for every modern company, regardless of size or industry. One of the biggest challenges of creating a great CX strategy often isn’t getting ...

FT. LAUDERDALE, Fla., Jan. 05, 2026 (GLOBE NEWSWIRE) -- iQor CXBPO™ (“iQor”), a global leader in customer experience business process ...

CMSWire Advisory Board members reveal why operating models, decision rights and trust define the next era of CX.

Ingrained deep into the bedrock of modern business, customer experience—or CX—has come a long way since it was first studied back in the 1960s. From theorists to early marketing aficionados, the ...

The Fast Company Executive Board is a private, fee-based network of influential leaders, experts, executives, and entrepreneurs who share their insights with our audience. Since the dawn of digital ...

NASHVILLE, Tenn., & CAMBRIDGE, Mass.--(BUSINESS WIRE)-- According to Forrester’s (Nasdaq: FORR) US Customer Experience Index (CX Index™) rankings, CX quality among brands in the US sits at an all-time ...

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 ...

Explore the top six myths about customer experience that were debunked in 2025, highlighting the shift from digitization to ...

Hiring, once again, becomes a competitive differentiator.