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Churn is often treated as a retention metric to manage at the end of the customer journey. But as NRG’s Suzie Dieth explains, it can actually be an early warning that trust, clarity, or value broke down much earlier, long before a customer decides to leave.
SAP’s workforce AI developments and IKEA’s agent-reskilling model reveal a wider CX shift. Today, automation is taking on more routine work, while WFM leaders must build the skills, governance, and capacity plans needed to protect service and grow value.
Enterprise community platforms are being pulled toward deeper customer-success integration and wider AI access to community knowledge. As Khoros customers reassess where their communities live, buyers need to look past the archive itself and price the harder parts of migration.
This week’s service management news is exposing the gap between a green status page and a broken customer journey. Cloudflare, Fastly, Atlassian, Twilio, and GitHub are all tackling different parts of the same problem: seeing the delivery path, explaining failures, and keeping automation in check.
ASOS, Anthropic, Microsoft, Cloudflare, IBM and Red Hat all made cybersecurity headlines this week that point to the common challenge for customer experience teams in keeping customer data and connected systems secure as technology becomes more autonomous.
Retailers are moving toward WhatsApp and other rich messaging channels to support shopping, service, and customer loyalty. But as brands gain more ways to reach customers, the real challenge is making every message feel timely, useful, and worth opening.
AI is becoming the customer journey’s discovery and decision layer. This week’s reports show why CX leaders need real-time, governed data, accurate product information and human escalation paths to turn automation into trusted, competitive experiences at scale.
Enterprises may not find their AI advantage in the latest model. It could be buried in years of proprietary CRM data. John Cheney, CEO Founder and Founder at WorkBooks, explained how AI can help businesses clean up that data and turn internal knowledge into a competitive asset.
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