This article was originally published in the Customer Strategist Journal. Read the issue here. The customer experience (CX) landscape is constantly evolving with changing technologies, customer behaviors, challenges, and opportunities. That’s always been the case — but as we head into 2025, things feel different.  Now that AI has fully made the leap from theoretical buzzword to a cornerstone of contact center operations and brands are seeing its benefits firsthand,...

By Ricardo Saltz Gulko Guest article as part of our partnership with the European Customer Experience Organization. See original post here. In the dynamic world of B2B customer experience, balancing responsiveness to feedback with long-term strategy can feel like walking a tightrope. Every feature request represents a signal—sometimes an isolated need, sometimes a broader trend—but responding to every demand can lead to resource strain, product dilution, and missed strategic opportunities. The...