AI Governance Framework for CX: What You Need Before Scaling AI

Everyone’s investing in AI for customer experience right now. About 96% of leaders say intelligent tools are central to their strategy going forward. Unfortunately, most still don’t have a plan for keeping the tech safe. About 71% of companies say...

How to Drive Customer Advocacy in 2026: Activating Advocates for Faster Growth

For a lot of companies, loyalty feels like the exciting finish line we’re all striving towards. If customers are loyal (really loyal, not just sticking around because they don’t have a better option), you’re doing a good job. But loyal customers...

VOC vs VOE vs VOP vs VOB: The Four Voices Every Business Should Be Listening To

It’s becoming pretty apparent that companies need to listen more if they actually want to accomplish anything. Assumptions about what customers, employees, or even processes need are becoming a lot harder to justify. Just look at that one Bain company...

The CX Framework Playbook: Popular Strategies and How to Build a Framework of Your Own

Every customer will tell you it cares about customers. It’s basically a reflex at this stage. We’ve all had the importance of a “great customer experience” drilled into us to the point that some teams are sick of hearing about...

The Benefits of Customer Advocacy: The Business Case for Loyal Customers Who Influence Others

It’s odd how many companies still look at advocacy like a nice bonus. They know referrals and positive reviews can potentially bring in extra business. They might even know that advocates spend an average of two times more than the...

Ofcom Fines Virgin Media £28m for Deterring Customers from Cancelling

Ofcom has fined Virgin Media £28 million after finding the company made it far too hard for customers to cancel their contracts and move to a rival. The regulator said millions of calls were likely mishandled over almost three years,...

Agentic AI Drives Salesforce’s $1 Billion Investment in Switzerland

Salesforce will spend $1 billion in Switzerland over the next five years to speed up the country’s move to agentic AI. The company’s Chair and CEO Marc Benioff revealed the plan during a visit to Switzerland, a day before the...

New Klaviyo Tool Turns Social Engagement Into Customer Data

Klaviyo has launched Klaviyo Social Marketing, a product that connects social media engagement to the omnichannel marketing systems consumer brands use to understand and convert customers. The autonomous B2C CRM says the tool brings signals from comments, direct messages, mentions,...

How to Measure Customer Loyalty: The Metrics That Show What Customers Will Do Next

Remember how simple measuring customer loyalty used to seem? If your NPS score was decent and you weren’t losing people by the truckload, everyone just agreed you were doing fine. These days, things are a bit more complicated. We’re learning that...

Governed Messaging Firm LeapXpert Raises $180 Million to Put AI to Work on Enterprise Conversations

LeapXpert has raised $180 million in a growth round led by Riverwood Capital, money the company will use to help enterprises record, control, and act on the conversations that now run their business. Most enterprise talk has moved to messaging. Deals...

MoEngage and Boldest Target Telecom Churn with AI

Customer engagement platform MoEngage and Boldest, an AI marketing agency owned by telecom services firm Prodapt, have partnered to bring AI-led marketing to telecom operators. The tie-up tackles three problems that cost carriers real revenue: scattered customer data, high churn...

How Compliance Improves Customer Experience (and Drives Growth)

For customer experience leaders, “compliance” always seems to sound like a dirty word. It’s something we’ve been conditioned to associate with frustration, annoying rules, extra costs, and confusion. Some people even argue that compliance contradicts a good customer experience. How...