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.

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 ...

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

A focus on transparency and automation, with live support for stressful situations, can help craft a great returns experience ...

McDonald’s does not succeed because it delights customers. It succeeds because it removes uncertainty.

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

Forbes contributors publish independent expert analyses and insights. Shep Hyken is a customer service/CX expert, author & keynote speaker. There is an old saying that customer service happens when ...

Customer experience is no longer just a part of your business—it is your business. In a world where expectations are higher than ever, overlooking the importance of delivering excellent service can be ...

A 2025 Outstanding Independents Summit panel provided insights and practical strategies small operators can implement today. "Really think about what the job is the customer is doing when they come ...

Muskan Fnu receives a 2025 Global Recognition Award for measurable gains in telecom customer experience and operations, ...

Five9, Inc. partners with Google Cloud to deliver AI-powered customer experiences, offering unified platform for agents and ...

TransLink is advancing a bevy of feature improvements through its new customer experience action plan, including better real-time transit information, more reliable elevators and ...