Content Type: Insight

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...

What Will Customer Experience Look Like in 2028?

Monday.com’s Elevate event is kicking off in London today and we’ll report back tomorrow on what’s going on and making waves in the world customer success and experience. One masterclass and paper being discussed is Quack AI’s, CX 2028, offering...

Tawuniya Shares the Importance of Top-Down CX Transformations

The CXM team are seeing more transformation stories coming from the Saudi region than ever before. This week, at Experience KSA – an experience management event organized by New Metrics in partnership with Medallia, Customer Experience Magazine spoke with HH Princess...

Cisco’s AI Readiness Index 2025 Reports “Mind the Gap”

The Cisco AI Readiness Index 2025 is out now, showing a widening gap between AI ambition and actual readiness. This survey of 8,000 global AI leaders, highlights two major trends shaping enterprise AI: AI Agents: 83% of companies plan to deploy...

The Future of Customer Experience Beyond the Petrol Station Forecourt

Petrol/diesel/fuel/electric, whatever you put in your vehicle, there’s something vaguely depressing about the modern forecourt. Fortunately, it is due for an upgrade as smart solutions hit the pumps. That could help in the UK, where the one member of staff at...

LV’s Chloe Stuttard Focuses on The Human Experience of Insurance

In a sector often defined by policies and premiums, CXM talks to LV’s Chloe Stuttard to find out more about the human experience side of the operation. She discusses how the business stands for something far more human: an unwavering...

Mind the Empathy Gap Before AI Makes It A Trench

New research from Zurich Insurance Group highlights the value of empathy in customer interactions, something that the rush to AI-enhanced systems could overlook. The report, Empathy: The Untapped Advantage Driving Business Growth & Loyalty  notes some 73% of consumers will avoid...

Super Apps as a Pathway to Global Growth

Super Apps are quickly gaining traction globally. Combining shopping, banking, messaging, and more into seamless mobile experiences, they are reshaping how consumers live, engage, and transact. Particularly in mobile-first environments. At the same time, global economic shifts, including rising tariffs, geopolitical...

Anticipate, Adapt, Deliver: The New Rules of AI in Customer Experience

Picture this: you reach out to customer service, only to be greeted with, “We’ve already sorted that for you.” It’s an effortless experience that feels almost too good to be true—but it’s exactly where customer service is heading, thanks to...

Why Custom Connect Built Myia: Innovation, Empowerment and the Future of Quality Assurance

The latest Gartner Magic Quadrants, a rash of seasonal CX vendor releases and updates, and the power of vibe coding (now a feature of OpenAI) culture all congregated in a recent office conversation about the power companies have when it...