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78% of UK Returns End in Refunds, Loyalty at Risk

78% of UK Returns End in Refunds, Loyalty at Risk

As brands navigate macroeconomic volatility and growing consumer scrutiny, the report underlines that post-purchase excellence is now a core competitive differentiator and not just an operational necessity.
Experience Hub: What the Future Contact Centre Looks Like

Experience Hub: What the Future Contact Centre Looks Like

Jonathan Barouch explained how the Experience Hub bridges AI and human collaboration, focusing on empathy, meaningful resolutions, and customer relationships that build long-term trust and loyalty.
How CX Impacts the Bottom Line in the BFSI Industry

Webinar: How CX Impacts the Bottom Line in the BFSI Industry

Without a culture that prioritises the customer experience, even the best journey map won’t translate into real-world changes.
96% of CX Leaders Embrace AI, Yet Governance Falls Short

96% of CX Leaders Embrace AI, Yet Governance Falls Short

The CX Landscape Report by CallMiner reveals organisations are scaling AI implementation while still grappling with organisational challenges, such as analysing data and acting on insights.
CX Dialogues: Janthana Kaenprakhamroy, CEO at Tapoly

CX Dialogues: Janthana Kaenprakhamroy, CEO at Tapoly

Janthana Kaenprakhamroy, CEO at Tapoly, talks about leveraging technology to make customer experience the focal point of business strategy.
CX Dialogues: Michael Mattson, Empathy Leader

CX Dialogues: Michael Mattson, Empathy Leader

Michael Mattson explores how businesses can measure empathy, rethink traditional CX metrics and design emotionally intelligent customer journeys.
Europe’s B2B CX Playbook: Compliance, Culture, and Competitive Edge

Europe’s B2B CX Playbook: Compliance, Culture, and Competitive Edge

B2B customer experience is now a competitive differentiator. In Europe, success depends on adapting to local expectations, Germany’s precision, France’s partnership culture, and the UK’s ROI-driven pragmatism, while staying compliant with GDPR.
CX Dialogues: Paul Morris, Head of Fraud & Regulatory Product at Vonage

CX Dialogues: Paul Morris, Head of Fraud & Regulatory Product at...

Paul Morris, Head of Fraud & Regulatory Product at Vonage talks about how businesses can protect themselves from fraud while balancing customer experience.
How to Thrive as a One-Person CX Manager

How to Thrive as a One-Person CX Manager

Most customer experience playbooks assume large teams, but many CX managers work alone. From resource constraints and stakeholder pressure to the need for business fluency, solo CX leaders must prioritise, partner, and automate. Here’s how to turn limits into lasting impact.
AI-Transforms-CX,-but-Human-Touch-Still-Matters

AI Transforms CX, but Human Touch Still Matters

A new MIT Technology Review Insights report explores how AI is reshaping CX. It highlights the need to balance automation with the human touch to deliver smarter, faster, and more personalised engagement.

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