Customer experience
Trends and insights about uncomplicating experience for customers, buyers, and partners
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Building a connected omnichannel experience
It’s important to provide support wherever your customers are, but without a unified view, it all falls apart
Natarajan Chandrasekaran
5 min read
What comes after CSAT
AI is turning traditional experience metrics into real-time guidance—helping CX teams predict, personalize, and prevent issues before they escalate
Kristin Burnham
4 min read
How 5 top industries are redefining customer support
From retail to travel, AI is taking on many tasks, improving productivity and efficiency
Sumana Srikanthan
6 min read
Zdatny: CX leaders need to escape ‘AI pilot purgatory’
Qualtrics’ latest report highlights the organizational roadblocks to delivering great customer support—and how to overcome them
Howard Rabinowitz
4 min read
AI has a customer trust problem. Here’s how to solve it.
To reap the benefits of intelligent automation, companies must put transparency first
Dan Tynan
5 min read
To build the ultimate AI-powered CX team, start here
Best-in-class teams help companies bridge the gap between savvy CX strategy and AI’s potential to improve customer experience
Howard Rabinowitz
5 min read
Complexity is a leadership decision that saps AI innovation
An uncomplicated approach is a choice—and a competitive advantage—says Freshworks CEO Dennis Woodside
Dennis Woodside
1 min read
Simplicity and speed: How top customer support teams are thriving with AI
Freshworks’ 2025 Customer Service Benchmark Report shows key characteristics that distinguish CX leaders from their peers
Laura Rich
5 min read