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Jan. 10, 2026 – Organizations are deploying artificial intelligence tools for customer experience at record speed while failing to train employees on strategic AI implementation, creating a knowledge gap that threatens to undermine customer relationships, according to Experience Investigators CEO Jeannie Walters.
Jan. 5, 2026 – Customer experience (CX) expertise has evolved from a specialized support function to an essential skill requirement across industries, with the global CX management market expected to grow to $32.9 billion worldwide by 2030, according to Grand View Research.
Jan. 2, 2026 – After years of steady growth, recent SAP Emarsys research shows customer loyalty fell to 29% in 2025, a 5% drop from 2024.
Nov. 10, 2025 – Many organizations celebrate record-high customer satisfaction scores while simultaneously losing customers to competitors, according to Experience Investigators CEO Jeannie Walters.
Sept. 24, 2024 – Experience Investigators, a customer experience consulting firm, formed a partnership with the City of Tampa, Florida, to elevate the citizen experience — referred to as customer experience (CX) in the business world — for its residents, businesses and visitors.