In the age of AI, great customer experience (CX) hinges not on speed alone, but on empathy. This article explores why fully ...

The CX discipline is growing up — shifting from adolescence to college years, where clarity, accountability and measurable ...

Today, Adobe (Nasdaq:ADBE) announced the general availability of AI agents that will reshape how businesses build, deliver and optimize customer experiences and marketing campaigns. Powered by the ...

Thoma Bravo, a leading software investment firm, announced today that it has entered into a definitive agreement to purchase Verint Systems, Inc. (Nasdaq: VRNT) (“Verint”) in an all-cash transaction ...

Amid intensifying competition from both traditional hotels and alternative lodging platforms such as Airbnb, building emotional customer–brand connections has become vital in the hospitality industry.

Customer experience (CX) is the sum of every interaction a person has with your brand—from ads to checkout to support. And it matters. According to PwC, 73% of consumers say CX is the No. 1 factor in ...

TROY, Mich.: 21 Aug. 2025 — During the past decade, J.D. Power has supported automakers in understanding user experiences across more than 100 new technologies, demonstrating a commitment to advancing ...

In June of 2025, I addressed the Eighth National Customer Experience Forum in Tokyo, sponsored by Salesforce Japan, NTT Marketing Act ProCX, TechMatrix, Genesys, TransCosmos and Toyo Keizai. Over 800 ...

GeekWire chronicles the Pacific Northwest startup scene. Sign up for our weekly startup newsletter, and check out the GeekWire funding tracker and VC directory. by Taylor Soper on Aug 6, 2025 at 7:00 ...

Since February, when American Airlines created a stand-alone customer service division, it has announced a wide variety of product enhancements and passenger-friendly policies. Airlines editor Robert ...

Jim Eckes says that when he founded telecom business TieTechnology in 2006, customer service was “truly a miserable experience.” When artificial intelligence tools started popping up nearly two ...