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When Empathy Gets Lost in Translation: Synchronous Voice Support

When Empathy Gets Lost in Translation: Synchronous Voice Support

One of the biggest frustrations for customers is not being able to fully express themselves clearly, especially when language becomes a barrier. Davit Baghdasaryan, CEO and Co-Founder, Krisp, explains how real-time voice translation improves customer trust, empathy, and CX outcomes.
The Untapped Power of Conversational Intelligence in CX

The Untapped Power of Conversational Intelligence in CX

New Medallia report finds most organisations are failing to tap into customer conversation data, missing measurable CX gains and growth opportunities despite clear proof of Conversational Intelligence value.
When Brilliant Customer Insights Get Watered Down

When Brilliant Customer Insights Get Watered Down

From the “Descent to Average” to the truth that nobody cares about your business as much as you do, author John Sills argues that being truly customer-led means protecting insights and designing experiences colleagues can actually deliver.
‘True Loyalty’ Stalls as Gen Z Drives Rise of ‘Trend Loyalty’

‘True Loyalty’ Stalls as Gen Z Drives Rise of ‘Trend Loyalty’

New ‘Trend Loyalty’ metric reveals Gen Z’s obsession with viral products – nearly half (43%) buy just because it’s trending, signalling a major shift from long-term brand trust to fast-moving, hype-driven loyalty.
AI in Customer Service Fails 4x More Than Other Tasks

AI in Customer Service Fails 4x More Than Other Tasks

New report reveals that AI in customer service often fails to meet expectations, with rising consumer concerns over data use and trust, highlighting the need for transparency, context-aware personalisation, and meaningful human-AI collaboration to drive lasting loyalty.
CX Dialogues: Jonny Fry, Group Head of Digital Assets Strategy at ClearBank

CX Dialogues: Jonny Fry, Group Head of Digital Assets Strategy at...

Jonny Fry, Group Head of Digital Assets Strategy at ClearBank, discusses how genAI impacts content and creative tasks in marketing and more.
CX Dialogues: Author and CX Expert Annette Franz

CX Dialogues: Author and CX Expert Annette Franz

From broken omnichannel journeys to overhyped metrics like NPS, Annette Franz argues that culture, leadership, and employee experience are still the real foundations of customer experience (CX).
AI, Trust, and the Future of CX What Consumers Really Think

AI, Trust, and the Future of CX: What Consumers Really Think

A new report reveals a striking CX confidence gap—leaders trust their delivery, but consumers see inconsistency, broken promises, and scepticism around AI. The findings spotlight risks and opportunities shaping customer trust.
Success Becomes a Trap: How Brands Can Regain Product-Market Fit

Success Becomes a Trap: How Brands Can Regain Product-Market Fit

Even established brands can lose product-market fit as customer needs evolve. Explore warning signs, recovery strategies, and how CX, digital reinvention, and customer-driven innovation can help companies stay relevant and resilient.
CX Dialogues: Thomas Maiwald-Immer, Managing Director, DACH at QuestionPro GmbH

CX Dialogues: Thomas Maiwald-Immer, Managing Director, DACH at QuestionPro GmbH

Thomas Maiwald-Immer, Managing Director, DACH at QuestionPro GmbH talks about customer expectations in Germany, CX misconceptions and more.

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