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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.
Beyond Buzzwords: What It Takes to Build an Intelligent Customer Experience

Beyond Buzzwords: What It Takes to Build an Intelligent Customer Experience

Forget the hype. Here’s the real architecture powering fast, personalised, AI-driven customer experience…but without real-time activation, even the smartest models won’t move the needle.
How Unified Feedback Systems Are Transforming CX at Scale

AI, CX, and the End of Disconnected Listening

Despite the growing amount of customer feedback, most brands still struggle to act on what truly matters.
Can Intent-Driven Design Fix Broken Shopping Experiences?

Can Intent-Driven Design Fix Broken Shopping Experiences?

Despite advancements in AI and personalisation, most ecommerce platforms still feel rigid and transactional. Warren Cowan, CEO of FoundIt!, argues that the real issue is a lack of intent-driven design.

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