Announcing the Q4 Issue of CX Insight Magazine

As we enter the final stretch of 2025, decision fatigue is real. Budgets are tightening, strategies are being finalized, and 2026 is already taking shape. In a season that demands both urgency and foresight, clarity has become one of the most valued leadership skills in business.

That’s why this issue of CX Insight is all about clarity: how to lead with it, design for it, and sustain it in an age defined by distraction.

The October issue brings together a powerful lineup of leaders and ideas that challenge how we think about focus, artificial intelligence (AI), and the invisible systems that power the customer experience (CX). Whether you’re recalibrating your 2026 roadmap or simply trying to cut through the noise of daily demands, this issue offers a fresh perspective on what it means to lead with intention.

Leading with Clarity in the Age of Distraction

Our cover story features former NFL quarterback Travis Brown, who has turned the art of focus into a leadership framework. In a world of nonstop notifications and dashboards, Brown argues that clarity isn’t a luxury; it’s a discipline.

He challenges leaders to ask: What am I willing to mute so my team can hear what matters? Am I designing systems that simplify or complicate my people’s work?

Brown’s philosophy, “married to the mission, but only dating the methods,” is one every CX leader can appreciate. It’s a reminder that while technology and tools will continue to change, the clarity of purpose behind them should not.

Beyond Resolution: How AI Is Redefining CX

The AI conversation is shifting from hype to impact. In this contributed article by Sierra, you’ll see how brands like Chime are reframing automation as a brand builder.

AI agents are becoming ambassadors of a company’s voice, tone, and values. They’re not just resolving tickets; they’re shaping the customer’s perception of trust and care.

Here’s the question this article leaves us with: Are we measuring the right things? As AI takes on more of the front line, customer satisfaction (CSAT) for AI interactions can’t remain an afterthought. Leaders must evolve how they measure success, beyond speed and resolution, to capture emotional resonance, trust, and consistency.

Brand Spotlight: GoodLeap

Few brands embody operational excellence with as much heart as GoodLeap. COO and Execs In The Know advisory board member Paul Brandt opens up about how he leads with empathy, precision, and purpose, proving that operational excellence is the foundation of extraordinary CX.

He reminds us that, “Being operationally excellent is the foundation for a phenomenal customer experience. You can’t deliver delight if you don’t deliver the basics.”

From pioneering AI-powered internal tools to keeping humanity at the center of innovation, GoodLeap’s story demonstrates that simplicity, when done well, is a competitive advantage.

The Hidden Power of the Back Office

Every CX leader knows that the customer experience doesn’t stop at the contact center. This article explores the unseen world behind the scenes, where billing accuracy, claims processing, and order fulfillment quietly define the customer journey.

The findings are clear: silos between the front and back offices not only slow progress but also block visibility into the very metrics that matter most. As Michael Kors puts it, even luxury brands depend on operational precision: “Every touchpoint, from claim submission to resolution, must reflect the same level of care that defines the brand.”

AI Can’t Fix Bad Knowledge

ProcedureFlow’s contributed article delivers a timely reminder: no AI initiative can succeed without knowledge governance.

AI can accelerate efficiency, but it can also amplify inconsistency if the data beneath it is flawed.

This article explores how knowledge management, content accuracy, and compliance form the foundation of every successful AI strategy. The message is both practical and urgent: AI is only as intelligent as the systems that feed it.

Are You Measuring CSAT for AI?

AI is now the “first face” of many customer interactions, but are you measuring how well it performs?

This feature challenges leaders to rethink what customer satisfaction looks like when bots, not humans, deliver care. Because if AI is part of your brand’s frontline, it’s also part of your brand’s reputation.

KIA Spotlight: Crate & Barrel

We close the issue with an interview with Kate Showalter and a look inside Crate & Barrel, where collaboration and design come together to create meaningful customer connections.

The story underscores that great CX doesn’t just happen at the point of sale; it’s built in every conversation, every process, every touchpoint.

Crate & Barrel’s approach is a beautiful reminder that design thinking and human empathy can turn transactions into relationships.

What’s Next: Leading with Clarity as a Competitive Advantage

As 2026 approaches, CX leaders face a defining question: Will you be reactive or intentional? The most successful brands are choosing signal over noise and designing for clarity, measuring what matters, and aligning technology with empathy.

This issue is packed with ideas to help you do exactly that. From redefining AI metrics to building high-EQ teams, from simplifying frontline processes to empowering back-office collaboration, it’s a roadmap for leading with focus and foresight.

Read and download the October issue of CX Insight magazine today.