Category: Interview

A Judge’s View from the International Customer Experience Awards with Ana Pia Pušić

The recent ICXA final judging and awards presentations were a rollercoaster of emotions and excitement for the finalists, judges as well as the organisers. We’ve already had a look from the perspective of some of the judging panels on the...

What Happens When Insight Stops Sitting on a Shelf? Viasat Found Out

Behind Viasat’s gold win for Best Innovation in CX at the UK Customer Experience Awards 2025 is a simple but striking question: what happens when a company with thousands of insight reports finally unlocks all of them for every employee,...

CXM Talks to Medallia’s CPO, Fabrice Martin, About the 2026 Evolution of Customer Experience

Effervescent Fabrice Martin recently joined Medallia as Chief Product Officer and CXM figured it would be a good time to sit down and find out how his adventure was going. In a time of rapid business change and market evolution,...

Five9: Agentic AI Isn’t the Future of CX, It’s Already Here

AI in the contact centre has moved from hype to measurable outcomes. After years of experimentation and small-scale pilots, many organisations are now committing to enterprise-wide deployments. Jonathan Rosenberg, Chief Technology Officer and Head of AI at Five9, believes the timing...

Q&A with Stephanie Ogulin

Customer experience has become an engine of growth, loyalty, and competitive differentiation. Yet creating seamless, human-centred experiences across complex organizations remains a challenge. Few understand this balancing act better than Stephanie Ogulin, MA CCXP, founder of transformXP and an accomplished...

8×8: “AI is a Thought Partner, Not a Thought Leader”

Artificial intelligence may be the fastest-adopted technology in history, but Joel Neeb, Chief Transformation and Business Operations Officer at 8×8, wants businesses to slow down long enough to consider how they use it. “AI is a thought partner, not a thought...

SEWA’s Award-Winning Virtual Assistant Streamlines Customer Service Across Sharjah

Sharjah Electricity, Water and Gas Authority (SEWA) has introduced a digital assistant that is changing how customers interact with utility services. Nafa’a, an AI-powered virtual assistant, has handled over 228,000 interactions in six months, assisting with bill instalment requests, outage...

CXM Talks to Michelle Ansell About Leadership Recruitment in the CX, DEI and AI Era

Michelle Ansell has hired more leaders than CXM has had corporate-branded pens and notebooks, making her the ideal person to ask about the changing recruitment landscape at the highest tiers of business and recruiting for the top jobs. We had...

Fixing Broken Links in Retail’s Mobile Customer Service Chain

When a purchase goes wrong, mobile customer service often becomes the lifeline between a shopper and the brand. At its best, it can resolve issues in minutes; at its worst, it leaves customers stuck in a loop of delays and...

How AW Rostamani Turned CX Technology into Tangible Business Value

While many businesses are still trying to align their CX investments with commercial outcomes, AW Rostamani Group has already closed the gap. Its contact centre no longer operates as a support cost. It drives revenue, identifies growth opportunities, and strengthens...