Cara Rosner

Customer experience (CX) has quietly become the single most defensible competitive advantage a company can hold in 2026. Product features get copied, pricing gets undercut, and marketing campaigns expire — but the way a brand makes people feel when someth... See more

For all the talk about AI at the recent Customer Contact Week (and it was everywhere), many discussions homed in on the human element of customer experience. Striking the right balance of humans and technology in the contact center, associates’ evolving r... See more

Outsourcing customer experience (CX) through business process outsourcing (BPO) used to be a fairly transactional decision. Companies chose a vendor based on price per seat, geographic availability, and the ability to handle call volume. That calculus has... See more

During the last few months, I’ve been trying and playing around with various recipes to help me with my fitness journey. I’m also very lazy so I needed to find recipes that were both delicious and easy to make (lol). So, if you are in a similar situation ... See more

The stakes have never been higher in financial services customer experience (CX). Customers expect their bank, credit union, insurance provider, or fintech platform to resolve customer inquiries and complex issues instantly, communicate across every chann... See more