Updated December 21, 2024 Customer experience (CX) has had its share of highs and lows in 2024—a roller coaster ride of triumphs that deserve celebration and failures that serve as cautionary tales. These seven nuggets stand out as critical moments, showing what works, what doesn’t, what's promising, and where brands can do better. Wipeout: Chocolate Backlash in Glasgow Willy Wonka is a pop culture touchstone of color and wonder, but a big event heralded as an immersive “Will

Gene Sutch knows not everyone who took a travel hiatus during the pandemic is ready to get back to flying. “But we’re here for customers...