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Cara Rosner

2025 CX Trends: 5 ways customer experience ushers in a new era

Cara Rosner -
This article was originally published in the Customer Strategist Journal. Read the issue here. The customer experience (CX) landscape is constantly evolving with changing...
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Cut through the AI noise by focusing on the “who”

Cara Rosner -
Improve CX and drive ROI with a roles-based strategy The AI landscape is evolving so quickly, it seems like nearly every day there’s another “shiny...
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Conversational AI vs. conversation AI: What’s the difference?

Cara Rosner -
AI is evolving so quickly it can be hard to keep all the different types straight. That’s especially true when it comes to conversational...
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NRF 2024: For retailers, AI moves from hype to the real world

Cara Rosner -
It’s not whether you have AI, it’s how you use it. That was the main theme at the National Retail Federation (NRF) “Big Show,” which recently...
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A fast-evolving CX landscape reveals opportunities and challenges for brands

Cara Rosner -
With so much change amid the customer experience (CX) landscape, brands are embracing great opportunities – and some challenges – as they navigate it...
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Is a CX reckoning coming? 3 signs that point to ‘yes’

Cara Rosner -
Many brands lost ground over the past year when it came to customer experience (CX) efforts and results. As economic and costs pressures grew,...
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Recent posts

2025 CX Trends: 5 ways customer experience ushers in a new era

Decoding the Feedback Dilemma: A Strategic Framework for Evaluating Customer Requests

CCMA report: Data analytics reinvents the contact center, starting with the front line

Cut through the AI noise by focusing on the “who”

What it takes to create “effortless” experiences

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