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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.
How AI Is Rewriting The Rules of Social Media Performance

How AI Is Rewriting The Rules of Social Media Performance

Social media success is no longer about chasing vanity metrics. AI-driven tools are shifting the focus from reach to measurable engagement, helping brands optimise campaigns for true business impact.
CX Dialogues: David Hicks, Founder and CEO of XM Coach

CX Dialogues: David Hicks, Founder and CEO of XM Coach

David Hicks, Founder and CEO of XM Coach, discusses the new ways of working and evolving customer expectations by leveraging AI and emotional metrics.
Creating a Culture of Engagement: Simple Steps for Lasting Transformation

Creating a Culture of Engagement: Simple Steps for Lasting Transformation

Leading a culture transformation demands strategic action and consistent leadership. This guide explores how leaders can align teams, boost employee engagement, and implement lasting cultural change.
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.

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