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Feedback surveys following training Focus groups or pilot testing for new tools Informal conversations with team leads about what’s...

By Kat Lucero ( September 5, 2025, 7:12 PM EDT) — A D.C. senior judge pressed a government attorney...

In August’s episodes of the Forrester CX Cast, we focused on how customer experience (CX) leaders can evolve their...

Translating the model to private sector applications Since leaving government, I’ve seen teams across multiple industries who face similar...

If you’re not coming out from under a rock, you may have heard that it’s the end of the...

By Ken Fulginiti ( September 2, 2025, 3:45 PM EDT) — This summer has witnessed a cascade of high-profile...

In B2B marketing, a well-optimized content engine handles the complete content lifecycle — phases that include planning, production, promotion,...

By Mehrin Masud-Elias ( September 3, 2025, 6:29 PM EDT) — The second Trump administration’s “Winning the Race: America’s...

By Bonnie Eslinger ( September 5, 2025, 9:44 PM EDT) — A California federal judge Thursday denied Conde Nast’s...