Editorial standards

Sourcing

When we reference industry research, we name the firm and the program — Forrester's CX Index, Gartner's research on customer service and support, studies from McKinsey, PwC, Metrigy and others — and we link to the source so you can read it yourself. We characterize what research programs measure; we do not reproduce their content, and we do not publish numbers we cannot attribute.

If a claim in our coverage carries no source, treat it as our editorial judgment — clearly argued, but opinion.

Vendor coverage

We cover vendors on merit. No company pays for coverage on The CX Frontline, and no mention — positive or otherwise — is for sale. When we name products in a story it is because a working CX leader would want the concrete example. We link companies via their real websites and describe capabilities in plain language, without superlatives.

How our desk works

The CX Frontline Desk uses AI tools in research and drafting, the way most modern newsrooms use them. Standards do the work tools cannot: every piece follows the sourcing and vendor rules above, cites real research programs, and is published under this masthead's responsibility — not attributed to invented journalists.

Corrections

We fix mistakes visibly and quickly. If we got something wrong, tell us via the contact page and we will review it against the source material. Corrected articles are updated in place.