Notes from the intersection of CX, product & AI.
A weekly read on what's actually changing in customer experience and artificial intelligence — and what it means for utilities, public-sector, and financial-services leaders who can't afford to get it wrong.
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CX is recovering. Forrester now measures employee experience too
Forrester's 2026 Total Experience Score shows customer experience recovering, and Canadian brands led the improvement. The same release folded employee experience into the score — and it's dragging more brands down than up.
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A rollback is your quality controls working
Three quarters of companies have already pulled back a customer-facing AI agent, and the best-governed ones pulled back the most. What that means for Canadian regulated industries, starting with the Air Canada chatbot case.
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