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

APLAZO’s customer support is handled via WhatsApp and the newly integrated in-app chatThe AI tools implemented support both end customers ...

Senior CX leaders from Visa, Walmart, Southwest Airlines, and other powerhouse brands will headline the 2026 Customer Response Summit at The Ritz--Carlton, Amelia Island. This year's program promises ...

Hayete Gallot joined Google in April 2025 to spearhead a new division focused on helping customers adopt the company's cloud ...

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

This story was originally published on CX Dive. To receive daily news and insights, subscribe to our free daily CX Dive newsletter. The customer experience practice is facing fresh headwinds and ...

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 ...

For years, SaaS companies have claimed to put the customer first. But when you look at how software is actually bought, sold, and billed today, the reality tells a different story: customer experience ...

According to recent research from PwC, 32% of consumers "would stop doing business with a brand they loved after one bad experience." But brands generally lose more than just revenue through bad ...

Tipping has evolved from a hospitality tradition into a widespread expectation across many service sectors, including ...

After two years of softness, Starbucks’ traffic rebound points to a familiar truth: experience moves the business before the ...

"What is the likelihood that you would recommend our company to a friend or colleague?" This is the question frequently asked following interactions with brands. Results determine a company's Net ...