Reducing customer effort drives loyalty, lowers churn, and strengthens brand trust. CES reveals where friction exists, and with AI integration, it’s shifting from a feedback metric to a live system that helps executives design simpler, faster, and more profitable experiences.

Why does customer loyalty seem harder to earn than ever before? Customers have more choices, higher expectations, and less patience than ever. At the same time, many organizations are struggling to understand why customers aren’t as loyal as they once were.

Jeannie discusses how AI is impacting customer service and the great hope for medical AI!

In an agentic economy, marketing promise needs to match operational reality. Jeannie Walters and Dr. Alyona Medelyan explain why a CX mission statement could be the answer.

Does everyone in your store know how important they are? JEANNIE WALTERS encourages you to reinforce that fact.

While some companies are cutting headcount in favor of AI, others are trying to prevent turnover.

Ongoing coaching, a team they trust and the confidence to handle hard calls can do more to retain agents than onboarding alone, experts say.

CX Network presents its guide to the top 50 CX leaders you should follow this year

From relevance to relationship building, CX has its fair share of challenges right now. CX Network rounds up the five biggest and explains how practitioners are tackling them

The most common failure isn’t creating the map. It’s what happens after.