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

These customer-written, public gems are about far more than just words on a screen.

News headlines like these are enough to send a shot to the heart of Gen-X mallrats: Microsoft is permanently closing its retail stores...