Our Senior AI and Insights Engineer Zamena Jaffer has arrived in San Jose for NVIDIA GTC 2026, the world’s largest AI conference. Getting there wasn’t straightforward. Delayed flights, misplaced luggage, and more than a few anxious moments. But she made it, and last night she presented our research poster “Accelerated Speed to Insight” at the […]
From San Diego to Singapore, 2026’s Customer Experience calendar is packed with conferences and events that promise to deliver real value through expert keynotes, hands-on workshops, and meaningful connections. We’ve curated 10 of the top global 2026 CX summits from across the globe. These industry conferences and summits provide the perfect blend of practical insights […]
We’ve combed through the heavyweight reports; McKinsey, Bain, KPMG, Forrester, Gartner, EY, PwC, Medallia, Genesys, NICE, CSG and Qualtrics, and distilled the 2026 customer experience trends, predictions, and AI stats that actually matter for teams on the line for real outcomes, not just NPS points.
Customer experience teams live in a world of scores. NPS, CSAT, CES. All useful for tracking progress, but useless for answering the one question finance actually cares about: “Which problems cost us real money?” Revenue Impact finally bridges that gap. It transforms customer feedback into clear financial projections, showing exactly how much revenue sits as […]
Most CX teams are trying to solve the wrong problem. They’re chasing sentiment scores, NPS and satisfaction ratings. They’re building dashboards that show whether customers are “positive” or “negative”, detractors or promoters. They’re presenting these metrics to the C-suite as fluffy proof that CX drives business results. But they can’t answer the one question that […]
Healthcare insurance isn’t exactly known for clear, feel-good experiences. Ever get lost somewhere between a pending claim and a hold music marathon, wondering where your money went? You’re not alone. Brett Kiley, who’s spent two decades steering customer and patient experience at giants like CVS Health, now helps reshape US healthcare at Cyclam, a global […]
Ever wondered why some business reports hit the mark while others leave readers drowning in data? The answer lies in a powerful framework called the Pyramid Principle – a communication approach that’s transformed how leaders present insights. What is the Pyramid Principle? Created by Barbara Minto during her groundbreaking work at McKinsey & Company 1, the […]
In this special episode we’re joined by Qualtircs’ Head of Experience Community – Leaders Network, James Scutt, a pioneer in experience management and a staunch advocate of ethical AI. Chris and James explore how organizations can shift from using AI merely as a functional tool to leveraging it as a driver for building trust, engagement, […]
In an era where customer acquisition costs continue to rise, retaining existing customers has never been more crucial for sustainable business growth. We’re thrilled to announce our upcoming Trust Builders podcast episode featuring Bobby Brown, Chief Customer Officer at Nextlane and former executive at industry giants Bird and Twilio. Why Customer Retention Matters Now More […]
