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After four years of decline, customer experience (CX) in the United States has finally ticked back upward. New findings from Forrester’s 2026 Customer Experience Index (CX Index™)...
The US federal government experienced its first significant customer experience decline since Forrester began measuring federal CX in 2016. Learn what drove the drop, which agencie...
TL;DR Gartner, Forrester, and Qualtrics XM Institute each publish CX maturity frameworks. Different labels, different scope, same finding: most programs cluster at the bottom....
In June, we shared a high-level view of total experience for US health insurers. Since then, we’ve dug deeper into the data to uncover what separates leaders from laggards across b...
The CX message for brands matters more today than ever before. Customers have more choices and less patience for brands that aren’t committed to the customer experience. The post C...
Global GRI hit a record 87.3% in Q2 2026, with 3-star hotels improving fastest, Asia leading regionally, and review response speed emerging as a core reputation driver.
CX is now a cross-functional discipline and the stakes for getting it wrong are higher than ever.
TL;DR The CX industry spent five years perfecting feedback detection. The infrastructure for acting on what it finds barely exists in most programs. Three structural barriers...
The whitepaper introduces a composite ROX/ROT/ROS metrics framework to measure well-being experiences across hospitality, replacing single-number ROI with KPIs spanning human outco...
Across sales, service, and commerce, customers consistently highlighted the depth of integration, reliability at enterprise scale, and the tangible business impact of AI-powered wo...
Delivers a seamless experience across channels
One platform for AI agents, CCaaS, ticketing, workforce management, quality and knowledge — live in 30 days and continuously self-improving Crescendo launched Crescendo Customer Ex...
A few years ago, I wrote a blog called “The Rise of Digital Customer Experience,” in which I boldly predicted that digital customer experience (DCX) would be the most important...
Competitive enterprise win expands CXAI's global footprint and provides another proof point for the CXAI 2.0 strategy
T-Mobile US is redefining network automation by tying AI decisions to real customer experience, including VoIP call completion, uploads, video quality, and service reliability. Wit...
[Sponsored] A new report from Forrester offers a score card assessing health tech vendors on customer experience for healthcare organizations considering adopting them. The post W...
The businesses seeing the greatest ROI from customer experience tend to share this one characteristic.
As AI rapidly reshapes customer interactions, customer experience leaders are confronting a new challenge: how to maintain customer trust while accelerating automation. According t...
Four ways to incorporate customer service as a strategy in the AI era.
For years, Indian banks competed on reach. Then they competed on products. Today, they compete on experience. Nearly every major bank now offers digital onboarding, mobile banking,...
Global GRI reached 87.3% in Q2 2026, up 0.4pp year-over-year, with management response rates at 67.2% and average response time down to 3.7 days, per Shiji's latest benchmark.
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