Archives

The Deepfake Crisis: $410M Lost in Just 6 Months, And It’s Only Getting Worse

A new report from Surfshark reveals a huge rise in deepfake-related fraud, with 580 incidents recorded in just the first half of 2025, nearly four times the total number seen in all of 2024. The financial fallout is equally alarming:...

GCXA Winners SEWA and Sharjah Municipality Launch Automatic Utility Activation for New Tenants

Renting a property in the city of Sharjah is now a much smoother process, thanks to a new digital service introduced by the Sharjah Electricity, Water and Gas Authority (SEWA) in collaboration with Sharjah Municipality.The two entities—both winners at the...

Redefining Voice Technology for the Digital Age with Conversational AI

Voice technology has long been a paradox in the customer experience world. Once hailed as the future, it quickly became a source of frustration marked by endless menus, robotic prompts, and the dreaded, ‘please listen carefully as our options have...

Prime Day Turns Risky as AI Scams Flood the Internet

As Prime Day 2025 approaches, a new report from McAfee is sounding the alarm on the growing wave of artificial intelligence-driven scams targeting eager online shoppers. According to McAfee’s Global Prime Day Scams Study, cybercriminals have launched over 36,000 fake...

e& Reinvents CX to Build Loyalty With Its Telco-to-Techco Transformation

At Dubai Mall, telco e&, a recent GCXA Award Winner, is reshaping retail with both its flagship store, designed around open spaces, vibrant displays and immersive screens, and its second AI-powered autonomous store, EASE. CXM talked to CCXO Chris Lipman...

Ali Din of Premier NX Talks the Digital Transformation Journey

Every business remains under pressure to initiate or complete a digital transformation, or to achieve success after previously failed attempts. The ballpark figure of 7/10 transformations failing means somewhere, someone in the business isn’t paying attention. That transformation journey remains one...

Most Shoppers Browse Online But Still Buy In-Store

Despite the steady growth of e-commerce, physical stores are far from dead, and closing them en masse may be a costly mistake, according to new insights from the EY Future Consumer Index. The research urges retailers to rethink their store...

Capgemini Bets $3.3 Billion on AI-Driven Future with WNS Acquisition

Capgemini has announced a $3.3 billion all-cash agreement to acquire India-based technology outsourcing firm WNS, in a move aimed at strengthening its artificial intelligence (AI) service offerings. The French IT consulting giant says the deal will enhance its ability to...

USCXA Winner CVS Health Talks Neuroscience and the Power of Awards

It is both a pleasure and a delight to talk to our USCXA winners and the stories behind their achievements. As one of America’s largest health providers, CVS Health delivered an immense customer experience transformation leading to the Gold Award...

Only 1 in 10 Companies Excel at AI-Driven Customer Conversations, Study Finds

A new study by Harvard Business Review Analytic Services, commissioned by Infobip, reveals a gap between ambition and reality when it comes to customer experience. While 93% of business leaders acknowledge the importance of delivering meaningful, human-like conversational interactions, only...