Customer Experience

2 articles in this category

The CX Perception Gap: Why Your Team Thinks Everything Is Fine (And Your Customers Disagree)

New research shows 66% of CX teams believe experience has improved, but only 17% of customers agree. Here's what's going wrong and how to fix it.

March 31, 2026

Customer Experience8 min read

The Empathy Gap: Why Your Service Reps Spend Half Their Day Not Helping Customers

ServiceNow's 2026 CX report reveals service reps spend only 48% of their time on customer issues. The culprit? Fragmented systems and siloed data. Here's why product teams need unified customer insights.

March 6, 2026