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customer experience perceptions

We Are Working – Really!

New York City Mayor Eric Adams late last month roundly criticized members of the New York City Police Department who were spotted by civilians standing around and looking at their phones. The former NYC transit officer asked commuters to take...

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Abu Dhabi CX

Abu Dhabi Launches ‘Program for Effortless Customer Experience’

The Emirate of Abu Dhabi, the largest of seven emirates comprising the United Arab Emirates (UAE), has launched a government initiative aimed at producing a new CX model for transacting business with government authorities. The initiative,...

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government citizen experience

Human-Centered Design and Personnel Are Key to CX Improvements

In a forum on the future of government work, federal agency officials as well as executives from the private sector were unanimous in agreement that human-centered user design and human personnel were the key elements when using technology to...

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irs taxpayer experience

IRS Creates Taxpayer Experience Office to Improve Taxpayer CX

Seeking to improve its service to taxpayers and the overall experience for customers, the Internal Revenue Service (IRS) has established the new Taxpayer Experience Office, identifying from the outset the scope of efforts and the key areas of...

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OMB Launches Biden Agenda Calling for Improved CX Within the Federal Government

The administration of President Joe Biden has identified the need to improve CX within the government as one of three priority areas in an ambitious agenda intended to ensure equity and help the country become stronger. The roadmap, consisting...

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Keeping Citizens Informed and Engaged via Technology

The COVID-19 pandemic reinforced the need for government and other public sector agencies to reassess how they are interacting with their constituents, including citizens, tourists, and public sector workers. Government and public health agencies...

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Latest Research

Customer Insights & Feedback

Market Drivers and Barriers, Key Industry Players, Market Sizing and Forecasts, and Case Studies

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Omnichannel Customer Engagement

Case Studies, Market Drivers, Market Barriers, and Best Practices for the Adoption of Omnichannel Engagement Strategies and Software

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CX for Contact Centers

Case Studies, Market Drivers and Barriers, and Market Sizing and Forecasts Focused on the Adoption of CX Platforms and Applications in Contact Centers

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CX Market Ecosystem

150 Key Players and Industry Participants Providing Offerings in Customer Data & Analytics, Customer Relationship Management, Contact Center, Personalization & Optimization, Customer Insights & Feedback, and Employee Experience

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