Customer Experience (CX) – Page 2

Breaking the CX, CS, and Support Silos: Why Customers Experience One Company – Not Three Teams

Published on January 18, 2026

Most organizations organize their customer experience operations into separate boxes which function as individual units. The Customer Experience team functions as the organizational leader which directs all customer journey operations. Customer Success owns the relationship. Customer Support owns the problems. The different teams operate with their own set of responsibilities and performance indicators and management […]

What Boards and CEOs must understand about Customer Experience in 2026

Published on January 13, 2026

Customer experience has evolved into a fundamental operational requirement which organizations must handle directly since it cannot be handled through delegation or abstraction or dashboard summaries during 2026. The board now recognizes customer experience as a critical business matter because it determines how organizations manage their risks and maintain financial stability and market value. What […]

Why Customer Support broke trust in 2025 and what must change in 2026

Published on January 5, 2026

During 2025 most businesses thought they had brought their customer service operations into the present. The organization actively worked to eliminate trust barriers which existed between its different organizational teams. The reason behind this decision appeared to make sense at first. Reduce costs. Increase efficiency. The system needs to distribute additional work through its automated […]