As trust erodes and AI accelerates, Experience 5.0 emerges as the framework connecting technology, ethics and human value.

B2B renewals are won or lost 180 days before the contract expires. Dow serves as the gold standard for linking experience to ...

Retailers today operate in one of the most complex customer environments we’ve ever seen. Shoppers move between TikTok, retail media, marketplaces, mobile apps, and physical stores, often within the ...

Annette Franz, CCXP, is founder and CEO of CX Journey Inc., a customer experience consultancy; she's a coach, keynote speaker, and author. I spend a lot of time talking to leaders about the value of a ...

Many organizations invest heavily in tracking and improving the customer journey to support customer satisfaction (CSAT) and Net Promoter Scores (NPS), but they still struggle to make a measurable ...

In B2B organizations, clients increasingly expect a seamless, personalized and efficient experience. An elevated customer experience (CX) is no longer just a “nice-to-have” — it’s essential for ...