Innovation and Technology
The Future of CX

The Challenges Of Survey-Only CX
Customer experience (CX) measurement programs report that their most common challenges are driving action to improve experience quality and proving the financial importance of CX. One primary cause is their reliance on soliciting customer feedback, usually through surveys. Surveys don’t often provide definitive root causes that compel business functions to make changes, and the relationship between survey scores and financial performance remains theoretical in most organizations.
The Quantitative Future Of CX
Integrating advanced quantitative analytics into their strategy helps CX programs drive action and prove value. This involves shifting from treating survey score metrics as their primary output to using feedback data as an input to more advanced techniques. When CX programs combine customer feedback data with other metrics like operational interaction data, financial outcome data, and additional non-survey perception data, these inputs to advanced analytics can produce more actionable and financially connected insights than survey feedback alone.
Executing On The Promise Of Advanced Analytics In CX
After discussions with dozens of CX leaders, top vendors, and service providers in CX analytics, we found a consensus on several steps organizations must take to implement advanced CX analytics successfully. Among the five key components presented, two demand considerable attention:
- Enabling a comprehensive experience dataset. This includes ensuring the availability, quality, and validity of a comprehensive dataset of customer perceptions, interactions, and the financial outcomes of their behavior. Most experts agree that this is the most critical and challenging aspect of implementing an advanced CX analytics strategy.
- Operationalizing insights from advanced analytics. While insights from advanced analytic techniques can prove fascinating in many organizations, acting on the outputs is crucial. This means using advanced analytic insights to take a proactive approach to CX, where organizations use diagnostics, predictions, and prescriptions to manage the experiences of all customers rather than reacting to feedback from a small percentage who respond to surveys.
Avoiding Missteps In The Adoption Of Advanced Analytics In CX
For our recent research, we have defined advanced CX analytics as “advanced analytic techniques — including diagnostic, predictive, and prescriptive machine learning — that identify how customers’ experiences affect their behaviors.” The terms “advanced analytics” and “predictive analytics” are used somewhat loosely in the CX ecosystem. While useful, language analytics, conversational and digital intelligence, and sentiment analysis differ from advanced diagnostic, predictive, and prescriptive methods. CX leaders should ensure that they understand these differences when pursuing quantitative CX strategies.
Final Advice
While advanced analytic techniques are uncommon in CX practices today, CX programs and leaders should challenge themselves and find a path to facilitate, collaborate, or expand the CX mandate to pursue a more quantitative approach that will prepare them for the future of CX.
Conclusion
In conclusion, advanced analytics is the future of CX, and it is essential for CX programs to leverage more advanced quantitative analytics to drive action, increase financial impact, and prepare for a more analytics-driven future. By integrating advanced analytics into their strategy, CX programs can shift from relying on survey feedback to using feedback data as an input to more advanced techniques, producing more actionable and financially connected insights.
FAQs
- What is advanced analytics in CX?
Advanced analytics in CX refers to advanced analytic techniques — including diagnostic, predictive, and prescriptive machine learning — that identify how customers’ experiences affect their behaviors. - What are the challenges of survey-only CX?
The primary challenges of survey-only CX are driving action to improve experience quality and proving the financial importance of CX. - How can CX programs leverage advanced analytics?
CX programs can leverage advanced analytics by integrating customer feedback data with other metrics like operational interaction data, financial outcome data, and additional non-survey perception data to produce more actionable and financially connected insights.
Innovation and Technology
Immigration Fees Prompt Decline

Introduction to H-1B Visa Registrations
The U.S. Citizenship and Immigration Services (USCIS) seal is displayed on a mobile phone screen. H-1B cap registrations declined this year, but U.S. Citizenship and Immigration Services still rejected almost two-thirds of applications due to the low annual H-1B limit. Higher immigration fees and other factors contributed to the drop in registrations for FY 2026. An H-1B visa is often the only practical way a high-skilled foreign national, including an international student, can work long term in the United States. The H-1B visa category remains the most restrictive in the U.S. immigration system.
USCIS Results Show Impact Of Immigration Fees And Annual Limit
USCIS released H-1B cap results for FY 2026 that showed a decline in registrations. The immigration service makes selections by lottery in any year the agency receives more H-1B electronic registrations than permitted by the annual limit. The H-1B annual limit is 65,000 plus a 20,000 exemption for individuals with an advanced degree from a U.S. university. For the past two decades, employers have exhausted the quota every year.
For FY 2026, USCIS received 343,981 eligible registrations, a decline of 27% from 470,342 for FY 2025. Higher immigration fees likely contributed to the drop in H-1B registrations. A Biden administration fee rule raised the cost of filing an H-1B registration for FY 2026 from $10 to $215.
Factors Contributing to the Decline in Registrations
“With the higher fee this year, employers had to make a more informed economic decision about how many employees to enter into the lottery,” said Kevin Miner of Fragomen. “That being said, we continued to see very high demand, and regardless of the decrease in registrations, many people who need H-1B status still were not selected.” The number of unique employers increased, going from approximately 52,700 for FY 2025 to 57,600 for FY 2026, a rise of 9%. However, H-1B registrations filed per employer declined. For FY 2026, employers filed an average of 6.0 eligible registrations, a decline of 33% from 8.9 eligible registrations per employer for FY 2025, according to a National Foundation for American Policy analysis.
Immigration Restrictions Continue To Limit The Ability To Hire Foreign-Born Talent
Despite the lower number of H-1B registrations, nearly two-thirds were rejected due to the annual limit of 85,000. USCIS selected 120,141 registrations out of 343,981, or 35%. That means the agency rejected 65% of registrations because of the numerical limit. USCIS selects more than 85,000 registrations to account for denials and withdrawn or abandoned applications.
Only 85,000 new H-1B visa holders will begin work in FY 2026 for cases that count against the annual limit. That means only 25% of the 343,981 eligible registrations will result in new H-1B workers for companies in FY 2026, up from 20% in FY 2025. Still, according to an NFAP analysis, the H-1B visa category remains the most restrictive. In FY 2024, the State Department approved 89% of J-1 visas for exchange visitors and 96% of H-2A visas for agricultural workers.
Impact on Employers and Foreign-Born Talent
A European teenager is three times more likely to get a visa to work at a summer amusement park than a graduate student is to receive H-1B status to work for a U.S. company on artificial intelligence. In recent months, the State Department has revoked or threatened to revoke thousands of visas for international students.
“There are still a lot of individuals who have been entered into the lottery multiple times that have not been selected, so employers need to continue to look at their foreign national population, including recent hires who might have two or three years of Optional Practical Training still available to them, and get lottery entries in next March to maximize the chances of being selected,” said Kevin Miner.
Research by economist Britta Glennon concluded that immigration laws restricting H-1B visas result not in more employment for U.S. workers but more jobs leaving the United States. According to attorney Vic Goel, “The overall shortage of H-1B visas continues to pressure employers to explore alternatives, whether through other visa categories or offshoring.”
Conclusion
The decline in H-1B registrations for FY 2026 can be attributed to various factors, including higher immigration fees and the annual limit. Despite the decrease in registrations, the H-1B visa category remains the most restrictive, with nearly two-thirds of applications being rejected due to the numerical limit. Employers and foreign-born talent continue to face challenges in the U.S. immigration system, with many individuals being forced to explore alternative options or face rejection.
FAQs
- What is the H-1B visa annual limit?
The H-1B visa annual limit is 65,000 plus a 20,000 exemption for individuals with an advanced degree from a U.S. university. - How many H-1B registrations were received by USCIS for FY 2026?
USCIS received 343,981 eligible registrations for FY 2026. - What is the percentage of H-1B registrations that were rejected due to the numerical limit?
65% of H-1B registrations were rejected due to the numerical limit. - How many new H-1B visa holders will begin work in FY 2026?
Only 85,000 new H-1B visa holders will begin work in FY 2026 for cases that count against the annual limit. - What is the impact of immigration laws restricting H-1B visas on U.S. employment?
Research by economist Britta Glennon concluded that immigration laws restricting H-1B visas result not in more employment for U.S. workers but more jobs leaving the United States.
Innovation and Technology
DEIA Education Platforms: A Guide to Inclusive Professional Development

Software and platforms for DEIA (Diversity, Equity, Inclusion, and Accessibility) are revolutionizing the way we approach professional development. In this guide, we’ll explore the world of DEIA education platforms, providing you with the tools and knowledge to create a more inclusive and equitable work environment. From interactive modules to immersive training sessions, these platforms are changing the game for organizations seeking to foster a culture of belonging.
What are DEIA Education Platforms?
DEIA education platforms are online tools designed to provide training, resources, and support for individuals and organizations seeking to promote diversity, equity, inclusion, and accessibility. These platforms offer a range of features, including interactive modules, video lessons, and discussion forums, to help users develop the skills and knowledge needed to create a more inclusive work environment. With the rise of remote work and digital communication, DEIA education platforms have become an essential tool for organizations seeking to promote diversity and inclusion.
Key Features of DEIA Education Platforms
DEIA education platforms typically offer a range of features, including interactive modules, video lessons, and discussion forums. These features allow users to engage with the material, ask questions, and share their experiences, creating a sense of community and camaraderie. Some platforms also offer personalized learning paths, allowing users to tailor their learning experience to their individual needs and goals. Additionally, many platforms provide tracking and analytics tools, enabling organizations to monitor progress and identify areas for improvement.
Benefits of DEIA Education Platforms
The benefits of DEIA education platforms are numerous and well-documented. By providing training and resources on diversity, equity, inclusion, and accessibility, these platforms can help organizations create a more inclusive and equitable work environment. This, in turn, can lead to increased employee satisfaction, improved retention, and enhanced productivity. DEIA education platforms can also help organizations to better serve their customers, providing them with the knowledge and skills needed to meet the diverse needs of their client base.
Improved Employee Satisfaction
DEIA education platforms can help to improve employee satisfaction by providing training and resources on diversity, equity, inclusion, and accessibility. By creating a more inclusive and equitable work environment, organizations can enhance employee well-being, leading to increased job satisfaction and reduced turnover. Additionally, DEIA education platforms can help to promote a sense of belonging, enabling employees to feel valued and respected.
Enhanced Customer Service
DEIA education platforms can also help organizations to better serve their customers, providing them with the knowledge and skills needed to meet the diverse needs of their client base. By understanding the needs and experiences of diverse customers, organizations can tailor their services to meet those needs, leading to increased customer satisfaction and loyalty. Additionally, DEIA education platforms can help organizations to avoid cultural faux pas and other mistakes that can damage customer relationships.
Types of DEIA Education Platforms
There are several types of DEIA education platforms available, each with its own unique features and benefits. Some platforms are designed specifically for employees, providing training and resources on diversity, equity, inclusion, and accessibility. Others are designed for leaders and managers, providing them with the knowledge and skills needed to create a more inclusive and equitable work environment. Additionally, some platforms are designed for organizations as a whole, providing a comprehensive approach to DEIA education and training.
Employee-Focused Platforms
Employee-focused platforms are designed to provide training and resources on diversity, equity, inclusion, and accessibility. These platforms typically offer interactive modules, video lessons, and discussion forums, allowing employees to engage with the material and share their experiences. Employee-focused platforms can help to create a sense of community and camaraderie, enabling employees to feel valued and respected.
Leader-Focused Platforms
Leader-focused platforms are designed to provide leaders and managers with the knowledge and skills needed to create a more inclusive and equitable work environment. These platforms typically offer training and resources on topics such as unconscious bias, microaggressions, and cultural competence. Leader-focused platforms can help leaders to understand the needs and experiences of diverse employees, enabling them to create a more inclusive and equitable work environment.
Best Practices for Implementing DEIA Education Platforms
Implementing a DEIA education platform requires careful planning and consideration. Organizations should start by assessing their current DEIA needs and goals, identifying areas for improvement and opportunities for growth. They should also consider the needs and experiences of their employees, providing training and resources that are relevant and engaging. Additionally, organizations should establish clear goals and metrics for success, tracking progress and identifying areas for improvement.
Assessing DEIA Needs and Goals
Assessing DEIA needs and goals is a critical step in implementing a DEIA education platform. Organizations should start by conducting a thorough assessment of their current DEIA landscape, identifying areas for improvement and opportunities for growth. This can involve surveys, focus groups, and other forms of feedback, providing a comprehensive understanding of the organization’s DEIA needs and goals.
Providing Relevant and Engaging Training
Providing relevant and engaging training is essential for the success of a DEIA education platform. Organizations should consider the needs and experiences of their employees, providing training and resources that are tailored to their individual needs and goals. This can involve interactive modules, video lessons, and discussion forums, enabling employees to engage with the material and share their experiences.
Conclusion
DEIA education platforms are a powerful tool for creating a more inclusive and equitable work environment. By providing training and resources on diversity, equity, inclusion, and accessibility, these platforms can help organizations to promote a culture of belonging and respect. Whether you’re an employee, leader, or organization as a whole, there’s a DEIA education platform out there to meet your needs. By following best practices and considering the unique needs and experiences of your organization, you can create a more inclusive and equitable work environment that benefits everyone.
Frequently Asked Questions
What is a DEIA education platform?
A DEIA education platform is an online tool designed to provide training, resources, and support for individuals and organizations seeking to promote diversity, equity, inclusion, and accessibility.
What are the benefits of DEIA education platforms?
The benefits of DEIA education platforms include improved employee satisfaction, enhanced customer service, and increased productivity. By creating a more inclusive and equitable work environment, organizations can promote a culture of belonging and respect.
How do I implement a DEIA education platform?
Implementing a DEIA education platform requires careful planning and consideration. Organizations should start by assessing their current DEIA needs and goals, identifying areas for improvement and opportunities for growth. They should also consider the needs and experiences of their employees, providing training and resources that are relevant and engaging.
What types of DEIA education platforms are available?
There are several types of DEIA education platforms available, each with its own unique features and benefits. These include employee-focused platforms, leader-focused platforms, and organization-wide platforms. By considering the unique needs and experiences of your organization, you can choose a platform that meets your needs and goals.
Innovation and Technology
Breach Readiness for Business Continuity

Introduction to Breach Readiness
Cybersecurity strategy has undergone a fundamental shift—from aspiring to build impenetrable defenses to accepting that breaches are inevitable. In today’s environment, the defining question is no longer if you’ll be breached, but when—and whether your business can keep running when it happens.
Rethinking the Security Mandate
The traditional security model—fortify the perimeter, stop the intrusion—no longer holds. Perimeters have dissolved with the rise of cloud adoption, remote work, and interconnected systems. Attackers no longer need to “break in” when they can just log in with stolen credentials.
Breach readiness reflects a new security mandate: contain threats swiftly, prevent their spread, and sustain critical operations even during an active attack. It’s about designing security not just to protect the business, but to preserve the business when protection fails.
As Sunil Muralidhar, VP of marketing and partnerships at ColorTokens put it on a recent episode of the TechSpective Podcast, “The goal of a business at the end of the day is to make money… Now cybersecurity, the role of the CISO, for example, is to align with that goal—what do you need to do as a cybersecurity function to ensure business continues despite a breach.”
Containment Is the New Perimeter
Once attackers gain access, they typically aim for lateral movement—hopping from system to system, performing reconnaissance, escalating privileges, and seeking out high-value assets. The longer they go undetected, the greater the damage.
Breach readiness prioritizes limiting the blast radius. The objective isn’t to eliminate every threat, but to prevent one compromised user or device from becoming a launchpad for widespread damage. That requires designing internal controls with the assumption that compromise is already underway.
This shift in mindset parallels other domains. Submarines are divided into sealed compartments because flooding is expected, not unthinkable. Hospitals protect critical systems like EMRs or imaging equipment over endpoints with lower operational impact. The same logic must now be applied to digital infrastructure.
Zero Trust and the Business Continuity Equation
Zero trust has reemerged as a foundational approach to enabling breach readiness, especially as digital environments grow more fragmented and complex. But zero trust isn’t a product or single action—it’s a strategy built on the assumption of compromise.
Muralidhar explained, “Breach readiness basically means continuing your digital operations… in an adverse environment. And in order to do that, the cyber leader needs to have visibility, understand the business, and know which applications and systems matter most.”
That means shifting from blanket security policies to risk-based prioritization. In sectors like healthcare, for instance, securing Epic or Cerner servers may matter more for continuity than a nurse’s workstation. In manufacturing, keeping OT systems online may take precedence over administrative tools.
This kind of risk-informed approach is essential for maintaining operations while under attack.
Cyber Resilience: A Strategic Differentiator
Breach readiness is a strategic differentiator for companies today. It supports brand trust, regulatory compliance, and operational uptime. More importantly, it enables organizations to absorb shocks without catastrophic failure.
Cyber resilience and breach readiness are increasingly linked in boardroom discussions. Gartner predicts that by 2026, 70% of CEOs will mandate a culture of organizational resilience to survive coinciding threats from cyberattacks, severe weather, and geopolitical unrest.
Forward-thinking CISOs are already aligning with that vision—translating risk into business terms, prioritizing continuity, and advocating for architectural investments that ensure the enterprise can take a hit and keep running.
The Breach-Ready Future
The question isn’t whether attackers will target your business—it’s how far they’ll get and how fast you can shut them down. Breach readiness is about controlling the clock and the blast radius.
It’s a commitment to designing systems, policies, and controls that assume compromise—yet protect operations, data, and customers even under pressure.
That’s not defeatist thinking. It’s reality-based resilience. And in today’s high-stakes cyber environment, it’s the only strategy that guarantees the business survives to fight another day.
Conclusion
In conclusion, breach readiness is a critical component of any organization’s cybersecurity strategy. By acknowledging that breaches are inevitable and taking proactive steps to contain and mitigate them, businesses can minimize the impact of an attack and ensure continuity of operations. This requires a shift in mindset, from focusing solely on prevention to prioritizing resilience and breach readiness.
FAQs
- Q: What is breach readiness?
- A: Breach readiness refers to the proactive discipline of preparing for compromise without letting it compromise continuity. It involves designing security measures to contain threats swiftly, prevent their spread, and sustain critical operations even during an active attack.
- Q: Why is the traditional security model no longer effective?
- A: The traditional security model is no longer effective because perimeters have dissolved with the rise of cloud adoption, remote work, and interconnected systems, making it easier for attackers to gain access without needing to "break in."
- Q: What is the role of zero trust in breach readiness?
- A: Zero trust is a foundational approach to enabling breach readiness, built on the assumption of compromise. It involves shifting from blanket security policies to risk-based prioritization, understanding which applications and systems matter most to the business.
- Q: How does breach readiness support business continuity?
- A: Breach readiness supports business continuity by prioritizing the protection of critical operations and data, ensuring that the business can continue to function even during an active attack. This is achieved through risk-informed approaches, such as securing high-value assets and systems that are crucial for operational continuity.
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