Despite customer experience being seen as a business imperative, a global study uncovers a concerning misalignment between corporate perception and customer reality—putting trillions in revenue at ...

NEW YORK, Jan. 20, 2026 /PRNewswire/ - Havas CX has released its seventh annual X INDEX Report, a proprietary global barometer of customer experience, revealing a warning for modern brands: the gap ...

Avoid overpromising. Trust is built by establishing realistic expectations and then overdelivering. Overdelivery doesn’t mean working for free or providing services at a significant loss. Small, ...

According to a report by Forrester, firms that have been working on optimizing customer experience are more likely to generate higher revenue than those who put customer experience (CX) secondary.

The Single Customer View (SCV) is not a new concept. It’s long been perceived as marketing’s holy grail - the ultimate ...

Take the word “no” out of your vocabulary. Instead, we find a way to give them a “Yes, and….” The best customer service salespeople talk only 30% of the time because the other 70%, they spend ...

Customer experience has become one of the most over-engineered and least accountable disciplines in modern business. Over the past decade, organizations have layered on new titles, new frameworks and ...