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Why Online Grocery’s Next Battle Is for the Store’s Own App

Why Online Grocery’s Next Battle Is for the Store’s Own App

As online grocery adoption rises, shoppers are gravitating toward grocers’ own apps over third-party platforms. The next big battle is to deliver frictionless, personalised, loyalty-driven experiences that keep customers coming back.
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 Return Trap: Fixing Retail’s Most Expensive Mistake

The Return Trap: Fixing Retail’s Most Expensive Mistake

When ASOS banned shoppers over return policy abuse, it sparked debate. But the real lesson lies deeper: how can retailers reduce return rates without damaging customer trust?
What are The Top Drivers of Patient Loyalty in 2025?

What are The Top Drivers of Patient Loyalty in 2025?

Press Ganey’s Patient Experience 2025 report reveals the emerging trends of patient loyalty in the healthcare industry and why reliability may matter more than satisfaction.
Are Brands Empathy-Led or Efficiency-Obsessed?

Are Brands Empathy-Led or Efficiency-Obsessed?

From SLAs that reward speed over solutions to policies employees are ashamed to enforce, this is a wake-up call for brands chasing performance at the cost of empathy.
Why Every CRO Needs to Own The CX Strategy

Why Every CRO Needs to Own The CX Strategy

CROs must take ownership of CX strategy. In this interview, boost.ai’s CRO Nick Mitchell explains how automation, self-service, and AI-led personalisation are directly moving the revenue needle.

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