Author: David Dungay

CX Lore: Building Strong BPO Partnerships is Key

In this episode of CX Lore, David Dungay is joined by David Neale, CEO and Founder of GBPO Solutions to talk about his BPO accreditation programme and the gaps he saw in the market which led to its creation. In today’s...

The Rise of the Hybrid & Multi-Cloud Contact Center: Building Resilience Beyond Single-Cloud Dependency

In October 2025, thousands of contact centers faced a real nightmare head-on. Phones rang, dashboards froze, chatbots blinked out, all because somewhere, deep inside a hyperscaler’s data center, a DNS misfire took the world down with it. The October 2025...

BPO Customer Service Solutions: How Outsourcing Is Rewiring Modern CX

Not long ago, BPO customer service solutions were pretty simple. Companies used outsourcing as a kind of safety net; a way to save money when call volumes spiked or teams were stretched thin. But today’s reality is different. Leading brands...

Beyond the Funnel: Why an AI CRM Might Be Your Most Important System in 2026

Remember when a CRM was basically a fancy spreadsheet? That era’s over. The sharpest teams today aren’t just logging customer data; they’re reading it, predicting it, and acting on it. Welcome to the age of the AI CRM, where information...

RCS in CX: How RCS Business Messaging Pays Off for Customer Experience Leaders

Remember when texting a company felt like sending a note into the void? It all started with SMS: short, boxy, but dependable. Somehow, that simple ping became the backbone of customer communication before anyone realized it. Then MMS added pictures. Then...

What Is Self-Actualization? The Key to Growth, Fulfillment, and Productivity at Work

Work used to be a transaction: effort for income. Now, that isn’t enough. People want to grow, take steps that matter, and see their ideas change outcomes. That search is what self-actualization is about. It’s when work stops feeling like...

Top 5 Insights from New Metrics at EXP KSA

In October, CXM attended the New Metrics CX event in Saudi Arabia. Here are some of the key learnings Saudi Arabia is a region that has moved from talking about customer experience to now delivering it at scale. That evolution was...

How Award-Winning Brands Use AI for Customer Service: Real Examples from Winners

A few years ago, “AI in customer service” meant a chatbot that got stumped by basic questions and a queue that never ended. We’ve all been there, typing “speak to an agent” like our lives depended on it. The brands pulling...

Achieving True Customer Centricity in 2026: The Playbook for CX-First Brands

A few years ago, customer centricity was something every company claimed to be, but not something most proved. It meant smiling more, sending a survey, maybe adding “customer-first” to your values page. But the game has changed. Today, customer centricity...

The Complete Guide to Collecting Customer Feedback and Turning It into Action

Here’s the funny thing about customer experience. Companies spend huge amounts trying to understand customers who are already spelling everything out for them. It’s all right there in reviews, chat transcripts, post-support comments, and inbox messages. The problem isn’t a...