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E-commerce isn’t going anywhere, but brands need to make in-person retail experiences not only transactional, but experiential. Add bookmark Brick-and-mortar retail locations are not dead ends. They should be seen as a part of a larger brand journey for customers. The function of physical retail is not only to move inventory—it's also for customers to feel, socialize, and immerse themselves in a brand experience.

Between rising fuel prices, post-pandemic travel demand, and aggressive cost-cutting, the flying experience has gotten away from the customer. Add bookmark Customer experiences in travel are uniquely challenging due to their high-stakes and high-friction nature. Airlines have been slowly but surely scaling back the benefits that once made flying feel convenient and comfortable, leaving many customers to wonder if air travel is still worth paying exorbitant amounts for.

Making it on top of the best customer service list is nothing to sneeze at. Doing it thrice as a franchise system? Now that’s a feat. It’s no secret the past three years have come with plenty of changes in the CX space. Between AI’s growing prevalence, labor shortages, and vast changes in customer expectations, the landscape has evolved greatly.

ST. LOUIS, Oct. 16, 2025 — Capacity, the AI-powered support automation platform for Contact Centers, today announced the acquisition of Creovai, a leader in real-time agent assist and automated quality assurance solutions. The acquisition strengthens Capacity's conversation intelligence capabilities, providing clients with a unified platform for optimizing both virtual and live agent interactions. Creovai was formed in 2024 through the merger of Tethr and Awaken Intelligence.

Welcome back to A Day In The CX Life With CCW Digital, a series where we take a look into the people, technology, tools and trends that drive the customer contact industry. In this series we ask employees just like you to share how they spend their workday–from wake-up routines to meetings and what’s on their dinner plate for the evening. In this daily log we meet Claire Cowger, Senior Customer Success Team Manager at Bitly.

Welcome back to our newest series here at CCW Digital, “Top Headlines In CX News This Week,” where we’ll be handpicking and highlighting the most interesting news stories in customer contact and business just for your learning pleasure. As we settle into a long weekend news cycle filled with holiday deals, heartwarming stories of gratitude, and end-of-year reflection, now is as good a time as any to catch you up on this week’s need-to-knows.

An ecommerce industry leader shares how she manages cross-functional CX across tech teams. Add bookmark Welcome back to A Day In The CX Life With CCW Digital, a series where we take a look into the people, technology, tools and trends that drive the customer contact industry. In this series we ask employees just like you to share how they spend their workday–from wake-up routines to meetings and what’s on their dinner plate for the evening.

Moviegoing has become a Barbie world of customer experience and a battlefield for creative confrontation. Add bookmark One of the most magical things about going to the movies is that a few hours in a theater has the potential to give you everything you need. It’s one of the most artistic acts of customer centricity, dating back to 1888.

The competition for the top text-based social platform continues. Add bookmark Twitter users opening the social media platform today are being met with an unsurprising but sudden change: after 17 years the brand’s iconic blue bird is no longer. Elon Musk, who purchased the corporation for $44 billion last year and renamed it “X Corp.,” has finally made good on his promise to rebrand the website.