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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.
CX Dialogues: Stephen Yap, Research Director at CCMA

CX Dialogues: Stephen Yap, Research Director at CCMA

Stephen Yap, Research Director at Contact Centre Management Association (CCMA) talks about the evolving methods of measuring customer satisfaction and more.
Global Consistency in Customer Voice Unlocks ROI

Global Consistency in Customer Voice Unlocks ROI

From rethinking onboarding to unifying global customer voice, HSBC’s CX strategy shows how empathy, data and design can work together to build loyalty.
How Loyalty Hinges on Data, AI, and Transparency

How Loyalty Hinges on Data, AI, and Transparency

Press Ganey Forsta’s new report reveals the trust gap in CX, showing how data use, personalisation, and AI transparency drive or destroy loyalty.
Experience Debt--The-Silent-Killer-of-CX-Progress

Experience Debt: The Silent Killer of CX Progress

Devidas Desai, SVP of Product Management at ASAPP, explains how this “experience debt” silently erodes loyalty and what leaders can do to finally break the cycle.
CX Dialogues: Jamie Thorpe, Chief Experience Officer at Ipsos UK

CX Dialogues: Jamie Thorpe, Chief Experience Officer at Ipsos UK

Jamie Thorpe, Chief Experience Officer at Ipsos UK talks about measuring the success of CX technology investments…

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