Privacy-First Data-Driven Engagement: Getting More Engagement Without Crossing the Line

You probably don’t need convincing that data-driven engagement matters. It’s the difference between engagement that runs on gut feel and engagement you can actually explain when someone asks why it happened. When companies don’t use data well, you see the ripples constantly....

Micro-Moment Engagement: The Seconds That Make or Break Customer Experience

For all the work companies keep doing in “customer engagement”, most still forget one important truth. Relationships aren’t built on one exciting moment. They’re nurtured. That’s why Micro-moment engagement has become the real job. Not “being everywhere.” Being useful right when...

How to Design a Winning Customer Engagement Strategy When Attention is Maxed Out

Companies have an odd view of what “customer engagement” actually means. Keeping customers “engaged” tends to be something that gets bundled in with marketing strategies or sales initiatives. Realistically, your customer engagement strategy influences the whole journey. Buyers forget pretty quickly...

Chatbots vs Voicebots: The Conversations Customers Actually Want to Have

Customer experience is in a strange spot right now. People can get support faster than ever, but that doesn’t mean they’re happy. In fact, three-quarters of customers say AI gives them answers quickly, but they still leave the conversation frustrated. There...

Chatbot Best Practices for 2026: Designing Chatbots that Customers Trust, Instead of Tolerating

Most chatbot deployments get the job done, to an extent. Companies launch their bots on time, ticket rates go down, and everyone feels like the tech is justified, until they realise customer satisfaction scores aren’t improving. Loyalty levels are dropping...

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...

Inspiring Citizen CX for Medway Council

Digital transformation in public services is often sold as a productivity problem — reduce costs, increase throughput, automate the rest. But as former Deputy Mayor of Medway Douglas Hamandishe makes clear, that framing misses the point entirely. The real challenge...

The Winners Revealed! 150 CXM Stars in 2026

The votes are in, the judges have deliberated, and the results are finally here! We’re delighted to unveil the CXM Stars 150 winners for 2026 — celebrating the most dynamic, impactful, and inspiring customer experience leaders and influencers from around...

The Best AI Sentiment Analysis Tools for CX Leaders in 2026

Customer experience metrics are changing, and honestly, that’s a good thing. A lot of companies have spent far too long assuming that faster average handling times mean customers are happy. It’s gotten to the point where companies either need to...

Stay Interviews vs Exit Interviews: Why Most Companies Are Listening Too Late

There’s an odd issue building up inside many organisations right now. People aren’t rushing for the exit as much as they were a few years ago. They’re too worried about financial insecurity and finding a job when AI is automating...

Meet the Judges for CXMStars 2026  

I am delighted to introduce you to the judging panel for CXMStars 2026! We have a mix of global leaders, seasoned practitioners, and award-winning voices in customer experience. With CX evolving faster than ever, these judges bring decades of expertise...

AI Copilots vs AI Agents: The Difference Most Businesses Learn the Hard Way

The conversation about “AI coworkers” has been heating up lately, forcing a lot of us to rethink how we define different species of digital colleagues. Take AI copilots vs AI agents, for instance. They seem pretty similar, some are even...