Customer Experience 2026: The Gap Between What Companies Think and What Customers Actually Experience Medallia has published its State of Customer Experience 2026 , a study based on more than 1,500 consumers, 550 CX professionals, and 600 anonymized enterprise programs. The findings paint a challengin...
Why Omnichannel CX Is Now Essential Drawing inspiration from the “ 15 predictions that will redefine the future of CX ” by Medallia, in a previous article we explored how customer experience is becoming the true driver of business—shift... Customer Experience
Agentic AI for CX – Workshop of April 23, 2025 by the Omnichannel CX Observatory On April 23 , we participated in the second 2026 workshop of the Omnichannel Customer Experience Observatory of the Politecnico di Milano , focused on the theme “ From Response to Action: How Agentic ...
Churn: come trasformare i dati del customer service in opportunità di vendita e salvare (oggi) il tuo fatturato Il churn non è un “numero sfortunato” nel report mensile: è la conseguenza diretta di come i clienti vivono ogni singolo contatto con il tuo servizio clienti. Quando metti in relazione abbandono e sod... Contact Center Experience Customer Service
From enthusiasm to control: how strong AI governance turns CX into a competitive advantage Artificial intelligence is profoundly transforming how companies design and manage customer experience , from contact centers to digital self-service interactions. Many organizations are accelerating ... Artificial Intelligence Customer Experience
Customer Service Outsourcing: Choosing the Right Partner Is a Strategic Decision When planning customer service outsourcing , selecting the right partner and pricing model depends on multiple factors, not just the available budget. Companies must carefully evaluate both service qu... Contact Center Experience Customer Service
The 15 key CX trends for 2026 According to Medallia , 2026 will be the year when customer experience stops being merely “measured” and becomes the true nervous system of the business. Listening will no longer be enough: successful... Artificial Intelligence Customer Experience
Quality Management beyond the checklist: how to measure what truly matters to the customer Quality management can no longer be limited to evaluating whether a single agent “handled the call correctly”; it must become a system that designs and governs the entire customer experience end-to-en... Customer Experience Quality Management
Are you really putting the customer at the center? What’s happening in the UK today might surprise you A recent study of the UK market highlights that customer experience (CX) is no longer a “ nice-to-have ”: CX has become the real competitive arena, often more important than price or product quality. ... Customer Centricity Customer Experience
CX 2025: How Artificial Intelligence Is Revolutionizing the Future of Customer Experience The CX Landscape Report 2025, based on CallMiner research, highlights a well-known yet still unresolved challenge in the world of Customer Experience (CX): despite widespread recognition of the value ... Artificial Intelligence Customer Experience
CX scores declining, revenue at risk: what your customers are really telling you In recent years, there has been a steady decline in key Customer Experience (CX) indicators, such as Forrester’s CX Index (down for the fourth consecutive year), a decrease in customer loyalty reporte... Customer Experience
Close the loop: the strategy that brings intelligence, automation, and governance together in Customer Experience Closed-loop Customer Experience (CX) automation is an innovative strategy that turns every customer interaction into a continuous source of learning and action, improving both experience quality and b... Close the Loop Customer Experience