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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…
Over 60% of Consumers Find Retail Communications Irrelevant

Over 60% of Consumers Find Retail Communications Irrelevant

As shoppers face overwhelming choices, retailers must move beyond broad labels to truly understand their customers’ unique needs. New study finds retail brands can no longer rely on demographics to inform communication strategies, highlighting the urgent need for personalisation.
CX Dialogue: Jonathan Roomer, Chief Customer Officer at YuLife

CX Dialogues: Jonathan Roomer, Chief Customer Officer at YuLife

Jonathan Roomer, Co-Founder and Chief Customer Officer at YuLife talks about how human interaction is still the heart of modern insurance…
5 CX Challenges AI Fixes When You Start with The Problem

5 CX Challenges AI Fixes When You Start with The Problem

AI isn’t a magic wand for customer experience, it’s a mirror. In 2025, the brands winning aren’t chasing the flashiest copilots or dashboards. They’re diagnosing root problems, building trust, and letting AI clear friction so humans can do what only humans can.
Customer Frustration Soars: Only 60% Happy with AI Interactions

Customer Frustration Soars: Only 60% Happy with AI Interactions

Despite AI’s promise to transform customer experience, most consumers still prefer human interaction. New insights reveal where automation is falling short and what brands must do to bridge the gap.

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