CX News and Trends
Customer Expectations Are Rising; Will You Meet This New Standard in 2026?
October 31 by CCW Digital
A preview of our upcoming webinar on Getting Ahead of New Customer Expectations.
Capacity Bridges Agent Guidance and Automation Gap with Creovai Acquisition
October 16 by Brooke Lynch
Acquisition brings real-time agent assist and automated QA capabilities to support automation leader's growing platform
Your Next Big Missed Opportunity isn’t AI – It’s Video
July 30 by Audrey Steeves
By leveraging video, you can bring your knowledge management CX into the arena most customers prefer.
WHOOP Backlash Explained: The Customer Experience Was Bad. The Response Has Been Worse
May 12 by Brian Cantor
WHOOP's new product launch was met with backlash, as the upgrade restrictions seemingly contradict past statements. The response has not been customer-centric.
How Molson Coors is Creating Meaningful Brand Experiences
May 07 by Audrey Steeves
Coors' brand experiences emulate our modern lives by seamlessly bridging the digital + the tangible.
Top News in Customer Contact | Week of 2/10/2025
February 11 by Audrey Steeves
Top stories in customer contact in February 2025, with highlights from Starbucks, AT&T, Krisp, and Lyft.
Guinness’ Winning Approach to Organic Customer Experiences
February 06 by Audrey Steeves
Guinness’ responds correctly to viral "split the G" beer drinking challenge.
Next-Generation Customer Intelligence: New Opportunities for Improving Your CX, Strengthening Your Brand
December 16 by Brian Cantor
Unlock CX success with data: Discover key trends, pitfalls, and next-gen analytics to elevate your brand.
Balancing Customer Centricity and Cost in Return Policies
December 13 by Audrey Steeves
Between uncertain customers and new types of scams, returns are costing companies more and more
Top News in Customer Contact | Week of 12/9/2024
December 09 by Audrey Steeves
Top stories in customer service, customer contact technology, and AI for call centers in December 2024.
Anticipating the Effect of DOGE on Federal CX Initiatives
December 02 by Audrey Steeves
We may soon take for granted the ever-improving customer service provided by the US federal government.
Measuring Customer Experiences with the Black Friday Barometer
November 26 by Audrey Steeves
E-commerce has led to diminished levels of in-person shopping, hollowing Black Friday of its significance.
