Archives

How EXP KSA is Redefining the Experience Movement in the Middle East

Featuring insights from Mohamed Debouk, CEO of New Metrics Saudi Arabia has entered a defining phase in its transformation journey. One where experience has become central to how organizations deliver value, earn trust, and drive growth. That transformation took center stage at EXP KSA,...

U.S. Employees Say Workplace Changes Are Creating More Stress Than Progress

Change is meant to help companies evolve. However, when it’s constant, messy, and poorly managed, it starts to wear people down. According to Eagle Hill Consulting’s latest Change Management Survey, while 63% of U.S. employees faced some kind of workplace change...

Fraud Teams Are Becoming Banks’ Biggest Selling Point

Security used to be something customers took for granted: an invisible layer that simply worked in the background. Not anymore. A new FICO survey finds that 70% people in the UK now put fraud protection near the top of their list...

This Year, Holiday Shopping Belongs to the Algorithm

There was a time when choosing the right gift meant paying attention. Listening for hints, remembering preferences, and trying to surprise someone you cared about. This year, for many shoppers, that decision-making will be outsourced to something less sentimental, an...

Wellness Is the New CX Strategy

Great customer experience depends on frontline workers being adaptable, resilient, and empathic. This assertion isn’t just a hunch or a common-sense assumption. It’s backed up by data. And it’s why I say wellness is the new CX strategy. Let’s start with the...

Team Building Activities for Work: How to Strengthen Employee Experience, Connection, and Performance

A few years back, team lunches just happened. People talked in the hallway without thinking about it. Now you have to plan it. Hybrid work didn’t ruin connection, but it did make it something you have to look after. When you...

Self-Service AI May Cost Brands Consumer Trust, Report Warns

The promise of generative AI in customer service has dazzled executives across industries. However, according to Forrester’s 2026 B2C Marketing, CX, and Digital Business Predictions, the race to automate could do more harm than good. The research firm expects that...

Gartner’s Magic Quadrant for CRM Customer Engagement Center Boosts Zendesk from Visionary to Leader

Gartner’s latest Magic Quadrant has escaped into the wild. With Zendesk elevated to the Leaders quadrant in the research firm’s 2025 Magic Quadrant for CRM Customer Engagement Center. Gartner notes that today’s CRM customer engagement centres are unified AI-augmented customer service...

When Busyness Isn’t Progress: What Is Fauxductivity?

In many offices, and increasingly, in home offices too, there’s a familiar rhythm to modern work. People dart between meetings, reply to messages the moment they land, and stay visible online long after official hours. On paper, it appears to...

Beyond AHT and NPS: The Customer Experience Metrics That Actually Matter in 2026

Customers don’t compare brands by category anymore. They compare every experience to the smoothest one they’ve had lately. Maybe it was an instant refund, a chatbot that actually helped, or a quick call answered by someone who already knew the...