Customer Engagement

5 CX Dashboard Pitfalls and How to Avoid Them

5 CX Dashboard Pitfalls and How to Avoid Them

Dashboards should do more than display data and drive action. This guide outlines five common mistakes CX teams make with dashboards and how to fix them for meaningful transformation.
How Can Loyalty Apps Nurture Belonging?

How Can Loyalty Apps Nurture Belonging?

Susie Middlemiss, Head of Customer Success at Lobyco, shares how modern loyalty apps blend commercial goals with emotional connection, creating CXs that are felt, not just earned.
Customers Want Conversations, Not Campaigns

Customers Want Conversations, Not Campaigns

There is a growing need for relevance, responsiveness, and real conversation. Sinch reveals a disconnect between how businesses communicate and how customers want to engage. It reveals the need for personalisation, two-way messaging, and smarter CX strategies.
The 3 Fs Behind a Mobile App’s Failing Experience

The 3 Fs Behind a Mobile App’s Failing Experience

Brands face a new challenge: fighting the hidden enemies of mobile CX. From clunky UX to AI-powered fraud and engagement fatigue, this story unpacks why the mobile app experience is failing and how to fix it.
Why AI Receptionists Might Be The Most Human TouchPoint Yet

Why AI Receptionists Might Be The Most Human TouchPoint Yet

AI receptionists are transforming voice interactions into emotionally intelligent experiences. John Finch, Global VP of Product Marketing at RingCentral, explains how these systems detect intent, read emotion, and deliver more human customer touchpoints.
The New Loyalty: AI and Experiences Driving UK Retail

The New Loyalty: AI and Experiences Driving UK Retail

UK retailers are investing in AI and immersive store experiences to deepen customer loyalty. As 87% boost investment in loyalty, the focus is on tailored rewards, better checkouts, and immersive retail moments that drive lasting customer relationships.
Can Intent-Driven Design Fix Broken Shopping Experiences?

Can Intent-Driven Design Fix Broken Shopping Experiences?

Despite advancements in AI and personalisation, most ecommerce platforms still feel rigid and transactional. Warren Cowan, CEO of FoundIt!, argues that the real issue is a lack of intent-driven design.
Autonomous CX Is Coming. Are Brands Ready to Let Go?

Autonomous CX Is Coming. Are Brands Ready to Let Go?

Around 71% of consumers now want generative AI seamlessly embedded into their buying journeys. They’re not asking for chatbots; they’re demanding digital experiences that feel as intuitive and responsive as human interaction.
Stop the Survey Madness: Three CX Mistakes Costing Trust

Stop the Survey Madness: Three CX Mistakes Costing Trust

Too many surveys, not enough action. Here’s where leaders go wrong and how to break the cycle of bad data and wasted trust.
How to Build Brand Loyalty with YouTube Storytelling

How to Build Brand Loyalty with YouTube Storytelling

Unlike TikTok or Reels, YouTube gives brands room to develop real narratives and build deep connections with loyal subscribers worth far more than casual followers.

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