Author: David Dungay

Marketing, Sales, and Service: How Alignment Powers Customer Journey Orchestration

The era of separate teams chasing their own dashboards is over. Today, customers expect continuity. They want to be known, not reintroduced at every touchpoint, which puts marketing, sales, and service on a single, shared line of sight.  When those functions...

Shadow IT in 2026: Risks, Real Examples, Shadow AI and the ROI of Fixing It

A sales rep pastes a confidential transcript into an AI summarizer five minutes before a client call. It saves them time, the meeting goes well, and later someone in compliance discovers the recording has been fed into a third-party model...

The Modern IVR System Isn’t a Phone Menu – It’s a CX Strategy

For years, people treated the IVR System like aging infrastructure. It was necessary, a little annoying, and probably ripe for retirement, but the obituary was premature. What used to be a simple “press 1” traffic director has quietly evolved into...

Predictive CX: How the Smartest Brands Solve Problems Before Customers Notice

Customers today don’t want faster replies. They want fewer reasons to reach out in the first place. For years, customer experience teams optimised around speed: shorter wait times, faster tickets, quicker resolution. But shaving minutes off a support interaction doesn’t...

CXMStars Returns — 2026 Edition Now Open! 

Customer Experience Magazine is thrilled to announce that CXMStars™️ 2026 is officially open for entries! Now in its seventh year, CXMStars™️ returns to recognise and celebrate the most inspiring customer experience (CX) professionals and thought leaders from around the world. This is...

How One Phone Call Changed Lives – Human-Centred CX at Age UK

Customer experience is often defined in terms of efficiency, journeys, and transactions. However, in some cases, it serves as a vital support system rather than a sales tool. But what happens when CX isn’t about selling a product — and...

The New Playbook for Customer Experience Design: Orchestrate Channels, Design Emotions, Prove Impact

Here’s something most businesses are going to learn fast in 2026: Teams that treat customer experience design as the operating system for their business earn the right to keep customers. When context, policy, and people line up around a single...

Inside DVLA’s Quiet AI Revolution

When the Driver and Vehicle Licensing Agency decided to overhaul its customer-service operation, it did so without fanfare. There was no flashy launch, no breathless tech campaign, no sweeping promises about “reinventing the public sector.” Instead, DVLA embarked on a multi-year...

The US Customer Experience Awards 2026 is Now Open 

The US Customer Experience Awards 2026 is Now Open   The US Customer Experience Awards (USCXA) entries are now OPEN! Organised by Awards International, in partnership with CXM, the USCXA programme invites companies and organisations across all sectors to showcase their most...

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...