An executive recently asked me, what’s the biggest mistake leaders make when rolling out a customer experience strategy? My answer was simple. Most leaders think about the customer first.

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

Human expertise essential. AI cannot replace the trust, collaboration and human-led decision-making crucial in B2B customer experiences. AI enhances, doesn’t replace. AI offers powerful real-time data ...

New approach focuses on fixing the operational and technology failures that cause customer dissatisfaction You don’t ...

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 ...

Clientshare celebrates a standout 2025, scaling worldwide, doubling engineering in London and moving to an AI-led CX ...

According to a panel of experts at The Drum’s Predictions 2026 event, efficiency and personalization are old hat – but can ...

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

Omnichannel platform will help organizations meet rising demand for faster, more personalized customer interactions SUNNYVALE, Calif.--(BUSINESS WIRE)--Mitel ®, a global leader in business ...

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 ...

The Fast Company Executive Board is a private, fee-based network of influential leaders, experts, executives, and entrepreneurs who share their insights with our audience. Since the dawn of digital ...

Dr. Francis Goh has been an innovator and technical expert a strategist, board member, leadership mentor and sought after public speaker. Today he spends his career advising customers and fellow ...