New approach focuses on fixing the operational and technology failures that cause customer dissatisfaction You don’t ...

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 ...

Model Context Protocol (MCP), a new open standard that defines how AI systems connect to data and tools, helps solve the ...

AI and the CXO are reshaping customer experience as leaders build adaptive systems that respond in real time to customer needs and expectations.

Predictions about the future of customer experience often focus on what’s new. But as CMSWire Advisory members look toward 2026, their outlook centers on something more fundamental: what finally has ...

Enter design thinking—an approach that goes beyond mere products to delve deeply into customer experience, transforming everyday banking into an intuitive, engaging, and satisfying journey. How can ...

Whereas large language models (LLMs) attracted consumers well before enterprise users, SaaS platforms are driving the use of embedded AI agents to improve employee experience and productivity. AI ...

Opinions expressed by Digital Journal contributors are their own. With acceleration in digital transformation, customer expectations have evolved significantly in the insurance sector. In this era ...

As it continues to evolve its corporate structure and applies artificial intelligence (AI) to simplify its communications and collaboration portfolio to deliver next-generation customer and employee ...

Business leaders often invest heavily in digital customer experience (CX)—optimizing websites, refining service interactions and streamlining operations. However, I find that one of the most powerful ...