The winning story: how is troy revolutionizing the debt collecting process?

There’s always something a bit magical about ICXA. Over the past three years, I’ve had the privilege of judging and engaging with some of the best CX initiatives in the world. Many of these inspire fresh thinking about how we...

Convenience and Friction in Customer Experience

There’s a wonderful German word, ‘Ärger’, that comprehensively stands for every kind of trouble and strife you can imagine. Lost keys? Ärger. Missed flight? Ärger. Decades of warfare with the neighbours? Ärger. Say it: “AYR-gurrr”. No English word is quite...