B2B renewals are won or lost 180 days before the contract expires. Dow serves as the gold standard for linking experience to ...

As trust erodes and AI accelerates, Experience 5.0 emerges as the framework connecting technology, ethics and human value.

The most advanced organizations are using adversarial simulation to stress-test AI against edge cases, confusion, and hostile ...

As industries move into digital transformation, customer satisfaction appears to have become less of a boardroom agenda item. I believe the ethos of customer experience was lost as companies became ...

Model Context Protocol (MCP), a new open standard that defines how AI systems connect to data and tools, helps solve the interoperability challenge by functioning as a universal adapter for AI agents.

DIfferentiation beyond AI is essential when companies have access to the same platforms. Leveraging employees in the customer ...

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 ...

Intuitively, most people recognize the value of a great customer experience. Brands that deliver them are ones that we want to interact with as customers — that we become loyal to, and that we ...

Throughout my career as a customer experience (CX) practitioner, I’ve seen brands make the same mistake time and again by believing that metrics alone improve customer experiences and loyalty. Too ...