Latest Editorial News

Community & Social Engagement

How Will Customers React to the L’Oréal- Estée Lauder Child Labour Scandal?

AI & Automation in CX

Microsoft: Copilot for Service Boosts Customer Satisfaction by 12 Percent

Workforce Engagement Management

Customer-Centricity 101: Understanding and Anticipating Customer Needs

Contact Center & Omnichannel​

How to Identify and Support Vulnerable Customers

Customer Analytics & Intelligence

Is NPS at Risk? Why It’s Time This Beloved Metric Got An Overhaul

Customer Engagement Platforms

Qualtrics Makes It “Easier Than Ever” to Personalize Customer Experiences

Contact Center & Omnichannel​

Closing the Deal: Leveraging Negotiation Skills in Customer Service

Big CX Update

Medallia Confirms CEO Joe Tyrrell Has Stepped Down

CX Trends

Almost Half of Consumers Feel Customer Service Has Worsened Over Past 3 Years

Big CX Update

Medallia Appoints New CRO to Support Growth

Customer Engagement & Journey Orchestration

Making Customer Success Really About the Success of Your Customers

Marketing & Sales Technology

The Power of Regret: From Customer Nightmare to Marketing Tool

Customer Analytics & Intelligence

Customers Say They Want Choice, But do They?