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AI Can Scale Customer Research. Human Observation Finds What the Data Misses.
Gavin Johnston, Hyatt’s director of UX research, explains why his team watches guests in person first and uses AI later to see if what they found holds up.
Exceptional Airport Experiences Start With Connecting Fragmented Services Around Every Traveler
Tawana Allen, Chief Customer Experience Officer at the Greater Orlando Aviation Authority, shares how an operator brings every company in its terminals under a single service standard.
CX Teams Move Faster When Customers and Frontline Staff Help Shape Programs From the Start
Wellabe AVP of Customer Experience & Innovation Susan Kelly, a 2026 Top 50 CX honoree, explains how customer panels and frontline agents help insurers get new tools right.
TOP 50 LEADERS TRANSFORMING CX ’26
Meet the leaders defining the next era of customer experience through bold ideas and thoughtful execution.MEET THE LEADERS
Leadership
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CX Teams Move Faster When Customers and Frontline Staff Help Shape Programs From the Start
Wellabe AVP of Customer Experience & Innovation Susan Kelly, a 2026 Top 50 CX honoree, explains how customer panels and frontline agents help insurers get new tools right.
Employees First: How Brinks Home Builds a Service Advantage
Veronica Moturi, Chief Customer Officer at Brinks Home, traces consistency back to simpler roles, clearer measures, and telling her floor the hard part of an AI rollout first.
When a Lab Result Can Change a Life, Healthcare CX Teams Measure Every Step Leading Up to It
Gaurav Jain, COO of Redcliffe Labs, shares how automated booking speeds up home blood tests while patient ratings and a ready helpline keep people confident in their results.
What the Best CX Leaders Are Doing Differently in 2026: Lessons From 50 Executives Transforming Customer Experience
What CX Current's Top 50 Leaders Transforming CX have in common, and what other customer experience leaders can learn from them
How Rushed AI Adoption Can Backfire on Enterprises Requiring CX Precision
Brad Meiller of Spectrum Brands discusses the importance of well-planned implementation, and maintaining human empathy in customer interactions.
CX Teams Move Beyond NPS By Connecting Customer Measurement To Growth And Retention
Sajan Mathew, Senior Manager of Customer Experience at Autodesk, on the structural reasons NPS became a vanity metric and what CX teams should measure instead.
AI Headlines Are Driving Customer Strategy, But the Actual Research Tells a Different Story
Sudi Navile, Chief Customer Officer at SID Global Solutions, explains why AI hype headlines are creating false momentum inside organizations, eroding customer trust, and producing decisions that a 30-second customer search can expose.AI & CX Technology
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AI Agents Are Getting Easier To Build. Reliable Performance Still Takes Work.
Simon Wilson, formerly Lead GenAI Data Science at Telstra, explains why rigorous AI agent evaluation is essential for identifying failures, measuring reliability, and determining when systems are ready for deployment.
How GE HealthCare Finds The System Failure Hiding Behind A Single Complaint
Burgoyne Hughes, GE HealthCare’s Senior Director of Customer Service Centers, brings decades of lessons from customer complaints to the design of AI service.
CX Leaders Turn Implicit Judgment Into Explicit Decision Rules Before Deploying AI Agents
Stéphane Bédère, Global Head of Customer Success and Operations at Ingenico, says teams first need to know who makes each decision and when an agent should hand it to a person.
How to Evaluate AI Agent Vendors for the Contact Center: Criteria, Questions and Red Flags
A buyer's guide for CX leaders choosing an AI agent platformVoice AI’s Per-Minute Pricing Leaves Out The Decisions That Shape Cost And Call Quality
Alexander App, AUTO1 Group’s Director of Customer Service, examines the design choices and hidden fees that determine what voice AI really costs.Industry News
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Airlines Coordinate Frontline Teams To Keep Passengers Informed As Disruptions Unfold
Maria Leonora Apostol, Vice President for Customer Service Operations at Cebu Pacific, on how a channel for every flight and timely updates help passengers trust what they hear.
How AI Is Changing the Contact Center Agent's Job
What human agents do when AI handles the routine work, and the new roles taking shape around them
Why Contact Center AI Pilots Fail to Scale, and What Successful Teams Do Differently
Most contact center AI pilots stall for operational reasons, not technical ones. Here's why, and what the teams that reach production do differently.
The EU AI Act Deadline Puts Customer-Facing AI Under the CX Microscope
Article 50’s transparency requirements are now in effect, forcing CX teams to take a closer look at how AI shows up across the customer journey.
Disciplined Process Design Lets Customer Teams Absorb Volume Without Hiring
Adam Wood, Head of Customer Engagement at OTR, outlines the process documentation, training, and customer data that let a team scale without hiring in proportion.
Forget Layoffs. CX Teams Are Building New Career Ladders for the AI Era.
The bots don't run themselves. A new Cresta survey finds the people who keep them running are overloaded, untitled, and invisible on the org chart.
Contact Centers Are Having Their Best Year on Paper According to Finance Teams. But the People on the Phone Tell a Different Story.
Deflection and containment still dominate CX scorecards. New data from Cresta explains why that's becoming a liability.
The 'AI Jobs Apocalypse' in Customer Service Was Never Coming. The CEO Leading AI Contact Center Transformation Just Said So on Live TV.
Ping Wu took the contrarian position to AI transformation in CS on CNBC's Squawk Box Europe. Cresta's new survey of 300 CX leaders is the evidence behind it, and it points to an irony the doomsayers never priced in.Most Popular
AI & CX TECHNOLOGY
AI Can Scale Customer Research. Human Observation Finds What the Data Misses.
INDUSTRY NEWS
Exceptional Airport Experiences Start With Connecting Fragmented Services Around Every Traveler
LEADERSHIP
CX Teams Move Faster When Customers and Frontline Staff Help Shape Programs From the Start
AI & CX TECHNOLOGY
Voice AI’s Per-Minute Pricing Leaves Out The Decisions That Shape Cost And Call Quality
AI & CX TECHNOLOGY
AI Agents Are Getting Easier To Build. Reliable Performance Still Takes Work.
INDUSTRY NEWS
Airlines Coordinate Frontline Teams To Keep Passengers Informed As Disruptions Unfold
LEADERSHIP