Category: Today’s pick

How Gulf Brands Are Using AI to Cut Costs and Boost CX—All at Once

Artificial intelligence is already at work inside some of the most customer-focused brands in the Gulf. It’s not only taking on back-office tasks but on the frontlines as well: talking to customers, analysing what they say, and even predicting what...

How to Create A Compelling Brand Identity

The energy industry is a great example of a highly competitive and homogenous marketplace. There is often minimal differentiation between the products and services offered by suppliers in terms of quality and features. Because of this, it is important to...

“Revenge Quitting” Goes Mainstream, Says New Survey

A rising wave of workplace exits is turning heads, and it’s not the quiet quitting trend we’ve heard so much about. According to new research from Reed.co.uk, 15% of workers have “revenge quit,” resigning suddenly, without notice, often as a...

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...

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...

Your Customers Want Personalisation. Why Don’t You?

Despite overwhelming evidence that personalisation drives stronger results, many businesses are still relying on outdated, blanket-style discounts. New research from Harvard Business Review, in collaboration with Talon.One, shows that only 56% of companies currently offer personalised promotions or discounts.That means...

Message Received: The RCS Revolution Is Here

Business messaging is evolving fast, and Infobip is at the centre of it. According to Infobip’s new report, Rich Communication Services (RCS) messaging is seeing explosive growth, redefining how brands connect with their customers. Based on over 530 billion...

AI-Fueled Deepfakes Trigger Surge in Voice Fraud

Pindrop has just released its 2025 Voice Intelligence & Security Report, and the findings are both staggering and urgent. The report sheds light on a rapidly evolving fraud landscape dominated by AI-powered deepfakes and synthetic voice attacks that are targeting...

Where Is AI Actually Moving the Needle in CX?

Customer experience is facing a reckoning. After years of investment in digital tools and AI, Forrester’s latest US Customer Experience Index shows CX quality is at its lowest point since tracking began. AI-driven chatbots, once heralded as the future, have...

Healthcare Execs Say Cyberattacks Have Harmed Patient Care and It’s Only Getting Worse

A growing number of healthcare leaders are sounding the alarm that cyberattacks aren’t just a tech issue anymore. They’re directly impacting patient care. According to a new report from Omega Systems, 20% of executives say a cyberattack has already disrupted...