Customer experience (CX) programs that have been running for several years are often in a Catch-22: the program has lost buy-in because it is not perceived to produce actionable insights; however, ...

THE CHALLENGES OF 2022 will create an inflection point for customer experience (CX) programs in 2023—and many will not survive. Last year was a rough one for CX programs as companies lost their focus ...

About VistaXM VistaXM is the creator of CX-as-a-Service (CXaaS), a fully managed customer experience delivery model built for mid-market B2B companies. VistaXM operates complete CX programs end-to-end ...

We get lost in CX metrics acronym bingo, and use these as the defining standard of our CX program. There's a better way. NPS. CLI. CSAT. CES. CLV. And on and on and on. Most of us have tried it all — ...

With most economists expecting a recession this year, and some indicating that the country is already in one, Forrester Research is predicting that one-fifth of all customer experience programs could ...

Despite the recent challenges in overall experience quality seen in Forrester’s Customer Experience Index (CX Index™) benchmarks, customer experience (CX) remains a priority for many organizations.

Survey of 160+ CX decision makers at global enterprises finds customer frustration with automation and chatbots to be top challenge in delivering effective customer service Value-based routing–the ...

Fusion CX expands its Latin America nearshore footprint with the acquisition of Skycom BPO, adding USD 25M in annualized ...

The challenges of 2022 — when companies lost their customer focus amid rising customer expectations and a worsening economy — will create an inflection point for customer experience (CX) programs in ...