About The CX Frontline

The CX Frontline was founded in 2024 with a simple premise: the customer experience industry deserves journalism that is not funded by the vendors it covers.

For years, CX and contact center professionals have relied on vendor-sponsored research, pay-for-play analyst reports, and thought leadership that was really just marketing in disguise. We saw an industry where editorial independence was the exception, not the rule. We decided to build something different.

Our Mission

The CX Frontline delivers independent, practitioner-focused intelligence for CX leaders and contact center professionals. We cover the strategies, technologies, and operational realities that matter to people actually running customer experience operations—not the narratives that vendors want told.

What We Believe

We believe that editorial independence is non-negotiable. We do not accept payment for coverage. Our rankings and evaluations are based on research, not revenue. We believe that practitioners know more than consultants. We believe that honest analysis is more valuable than optimistic hype.

Our Team

Sarah Chen, Editor-in-Chief
Sarah brings over 12 years of experience covering enterprise technology and customer experience. Previously a senior analyst at Forrester Research, she leads editorial strategy and writes our flagship analysis pieces.

Marcus Williams, Senior Analyst
Marcus spent 15 years as a contact center operations leader, including VP of Operations at a Fortune 500 financial services company. He brings the practitioner perspective that most industry publications lack. Marcus leads our vendor evaluations and operational deep-dives.

Contact Us

Reach our editorial team at editorial@thecxfrontline.com. We read every email and respond to most within 48 hours.