The CX Frontline
About
Reporting and analysis from the front line of customer experience.
What The CX Frontline is
The CX Frontline is a specialist publication covering customer experience, contact-center operations, and the technology reshaping both. We write for the people doing the work — CX and service leaders, operations managers, and the teams accountable for how customers are actually treated.
Our aim is simple: cover the field honestly and usefully. We name trends early, take clear positions, and try to be the analysis a busy CX leader would actually forward to their team.
How we work
- We write under the CX Frontline Desk byline, and occasionally under named contributors. We don't invent personas or credentials.
- We cover vendors on merit. When we mention a product or company, it's because it's relevant to the story — described plainly, alongside its peers, without hype.
- We date everything honestly and correct mistakes when we get them wrong.
Who publishes The CX Frontline
The CX Frontline is part of the CX Network, which is powered by Hear.ai, a company that builds conversation intelligence and compliance software for contact centers. When Hear.ai appears in our coverage, it is our own network's product, and we mark it that way.
Get in touch
Story tips, corrections, and feedback are welcome — see our contact page. If you want the weekly briefing in your inbox, subscribe here.