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

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 ...

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

Customer experience (CX) refers to all interactions customers have with an organization as well as their perceptions and feelings associated with that organization. McKinsey defines CX as “everything ...

Model Context Protocol (MCP), a new open standard that defines how AI systems connect to data and tools, helps solve the interoperability challenge by functioning as a universal adapter for AI agents.

Imagine it's lunchtime. There are half a dozen burger joints you could go to. Assuming prices and food quality are roughly the same at each place, how do you choose where to go? It's all about the ...

Forbes contributors publish independent expert analyses and insights. Shep Hyken is a customer service/CX expert, author & keynote speaker. What happens when a positive internal culture meets customer ...

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. A great customer experience ...

When it comes to providing exceptional customer experiences, few industries excel quite like the hotel business. With a strong emphasis on hospitality, hotels have mastered the art of creating a ...

Customer experience, or CX, has always been not only a focus of much corporate attention but also the differentiating factor of most successful organizations. What has changed in recent years is the ...

Every company claims to put customers first. It is a phrase that shows up in mission statements, marketing materials, and corporate speeches. Yet, if customer-centric sales strategies were truly in ...