CX News and Trends

These days, CX execs are increasingly stepping into the CEO role. Is experience in customer service more valuable than ever?

Spotify’s fitness push isn’t just about guided workouts. It’s about listening to its users.

Everything is starting to feel like a bet. Everyday decisions, from political outcomes to current events to celebrity drama, are increasingly gamified.

Customer privacy concerns are top priority. But what about employees?

The environmentally friendly wool sneakers, synonymous with the tech sector, has proven to be a passing fad. Is Allbirds’ shift into an AI cloud company going

The companies that are holding onto their customers are the ones that are centering the consumer’s experience rather than only prioritizing cost-cutting.

If those responsible for safety can’t rely on their employer, how can a customer feel safe relying on the system?

ECAC's Chair chimes in on the FCC's proposed contact center outsourcing restrictions

Qualtrics unveiled new omnichannel CX offerings at X4, the annual Experience Management Summit

Apple is starting to prioritize rapid real-time fixes over complete system overhauls to improve data safety for its users.

Overseas contact centers in the telecom industry may soon be subject to new rules, per an FCC proposal.

Target's 10-4 human-centered customer service initiative leaves much to be desired from customers.