CX

In a world where customer expectations outpace traditional service models, a quiet transformation is underway—one where CX becomes as agile and on-demand as the digital economy it serves.

KPI dashboards may show green, but your customer’s experience could be flashing red. While early-stage companies focus on metrics, what’s often missed is the growing disconnect between customer expectations and what’s actually delivered.

As technology budgets tighten and ROI expectations grow, the real question isn’t whether SaaS and AI platforms are being used—but whether they’re making a difference.

Even the best CX strategies fail when teams operate in silos. Loyalty is lost not in touchpoints—but in the handoffs between them. What can be done?

Personalisation, automation, and AI agents all hinge on one thing: real-time, user-granted consent. Without it, trust breaks, data dries up, and innovation stalls.

Support solves problems. Success prevents them. But the real customer-first strategy is integrating both. How can uniting these teams lead to better CX, stronger loyalty, and smarter growth?

AI is reshaping the future of customer service, no doubt. Explore five key applications making support faster, smarter, and more human.

GenAI is reshaping retail — enabling hyper-personalized experiences, smarter operations, and immersive journeys for today’s digital shopper.

As AI becomes central to omnichannel engagement, businesses must navigate complex ethical issues to uphold trust and integrity.

Richard Shotton, a behavioural science expert, shares why brands must overcome the research gap, and understand the “whole truth” about consumers.