Editor's Picks
Thought Leadership Articles
The Secret of CX Innovation in the Kitchen and the Boardroom
What does it actually mean for organizations to innovate successfully? Failure will happen, but failure is not the goal. Success is.
How the Customer Trust Equation Reveals What NPS Can’t About Friction, Response, and Connection
If “trust” has felt too vague to act on, this framework breaks it into consistency, response, connection, value, and friction—so you can turn CX insight…
Six Help Center Problems That Quietly Sabotage CX — and Undermine AI-Powered Support
Interviews with 41 SaaS support and CX leaders revealed the same six help center failures that erode CX and cause AI-powered support to give confident…
CX Is Trapped. AI Won’t Save It. People Will.
Customer experience (CX) is trapped between metrics that few understand, dashboards that are barely used, and committees that repeat themselves in a loop.
Think Tank Discussions
Meta’s AI Tracking Raises a Question Nobody’s Ready For
Meta just announced it will install tracking software on employee laptops to record every keystroke, mouse movement, and screen activity. The reason? To train AI models.
Fullstory Survey: 31% of travelers book earlier to offset rising prices
2026 Travel & Hospitality Survey explores shifting travel behaviors, booking preferences, and experience expectations among more than 1,000 U.S. consumers