Customers now resolve issues, form opinions, and make buying decisions without ever touching a brand channel. We break down how AI search and public ecosystems are reshaping self-service.
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Expert opinions, candid interviews, and actionable best practices to help customer experience leaders navigate today’s challenges and drive meaningful change.
Industry leaders reflect on customer experience in 2025, sharing practical lessons to carry forward into 2026.
At London CCExpo, Metric Sherpa interviewed Sam Fuller, VP at Content Guru, on how AI is redefining contact center efficiency.
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Most leaders manage their back office with assumptions they cannot afford. Justin Robbins exposes the hidden risks shaping performance, fraud exposure, and operational stability.
AI is revealing how much organizations will still need people to deliver great customer interactions. Justin Robbins breaks down what CX leaders can learn about building smarter, more human systems in an age of intelligent automation.
Glia Interact 2025 stood out by doing what most conferences don’t—focusing deeply. By bringing together banks and credit unions, Glia built a community grounded in shared context, honest dialogue, and proof-driven AI innovation. The result was a rare mix of clarity, credibility, and connection in customer experience.
Most organizations sit on a mountain of customer insight that never drives change. CallMiner’s latest research reveals how leading enterprises transform data flow, automation, and governance into real business impact.
Transparency turns promises into proof. Justin Robbins shares how one company’s open communication built trust, loyalty, and a lasting competitive edge.
“Same job, cheaper” tech swaps don’t save money. They stall progress. Here’s how leaders make vendor shifts that actually create advantage.
