CX News and Trends
The TSA Crisis: An Employee Experience Nightmare
March 30 by London Whiting
If those responsible for safety can’t rely on their employer, how can a customer feel safe relying on the system?
The FCC Is At It Again
March 30 by Stuart Discount
ECAC's Chair chimes in on the FCC's proposed contact center outsourcing restrictions
New in Experience Management: Qualtrics X4 2026 in Review
March 25 by Audrey Steeves
Qualtrics unveiled new omnichannel CX offerings at X4, the annual Experience Management Summit
Apple Releases First "Background Security Update"
March 23 by London Whiting
Apple is starting to prioritize rapid real-time fixes over complete system overhauls to improve data safety for its users.
Takeaways From the FCC Proposal on Offshore Contact Centers
March 10 by London Whiting
Overseas contact centers in the telecom industry may soon be subject to new rules, per an FCC proposal.
10-4 Misses the Target for Human-centric Customer Service
November 13 by Audrey Steeves
Target's 10-4 human-centered customer service initiative leaves much to be desired from customers.
Customer Expectations Are Rising; Will You Meet This New Standard in 2026?
October 31 by CCW Digital
A preview of our upcoming webinar on Getting Ahead of New Customer Expectations.
Capacity Bridges Agent Guidance and Automation Gap with Creovai Acquisition
October 16 by Brooke Lynch
Acquisition brings real-time agent assist and automated QA capabilities to support automation leader's growing platform
Your Next Big Missed Opportunity isn’t AI – It’s Video
July 30 by Audrey Steeves
By leveraging video, you can bring your knowledge management CX into the arena most customers prefer.
WHOOP Backlash Explained: The Customer Experience Was Bad. The Response Has Been Worse
May 12 by Brian Cantor
WHOOP's new product launch was met with backlash, as the upgrade restrictions seemingly contradict past statements. The response has not been customer-centric.
How Molson Coors is Creating Meaningful Brand Experiences
May 07 by Audrey Steeves
Coors' brand experiences emulate our modern lives by seamlessly bridging the digital + the tangible.
Top News in Customer Contact | Week of 2/10/2025
February 11 by Audrey Steeves
Top stories in customer contact in February 2025, with highlights from Starbucks, AT&T, Krisp, and Lyft.
