Your frontline teams are your brand. They influence satisfaction more than any marketing campaign ever will. But they can't ...

Ever since Elon Musk decided that limiting the number of tweets (or X’s) one could read was in our best interest, positive friction has been on my mind. What is positive friction and why does it play ...

Business leaders often invest heavily in digital customer experience (CX)—optimizing websites, refining service interactions and streamlining operations. However, I find that one of the most powerful ...

As we step into a new year, financial services organisations are facing a familiar, if increasingly, complex dilemma: how to ...

Whereas large language models (LLMs) attracted consumers well before enterprise users, SaaS platforms are driving the use of embedded AI agents to improve employee experience and productivity. AI ...

For years, CX has been defined through the lenses of design, marketing, and support. Executives discuss delight, personalization, and loyalty, but often without the people who make those experiences ...

Explore why approaching Customer Experience (CX) as a technology project leads to failure, and discover the importance of a ...

The latest annual Customer experience trends report from Zendesk has revealed a rapid transition towards intelligent customer experience (CX), with a shift to artificial intelligence (AI)-driven ...