Customer experience

Trends and insights about uncomplicating experience for customers, buyers, and partners

Blog

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

Blog
Customer Experience

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

Blog
Customer Experience

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

Blog
Customer Experience

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

illustration of human head and binary code customer cx
Customer Experience

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

Blog
Customer Experience

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

Blog
Employee Experience

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

Blog
Customer Experience

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

Laura Rich

5 min read