Tag: Customer Experience

2025 Was About Agentic AI. What Comes Next?

2025 was the year artificial intelligence moved deeper into doing. What began as a promise of autonomous agents in research papers and visionary roadmaps became a tangible force in customer experience, enterprise automation, and strategic toolkits across industries. “Agentic AI” describes...

The Difference Between Customer Service and Customer Experience That’s Quietly Costing You Customers

If you’ve ever sat in a meeting where half the room said, “We need a better customer experience” and the other half replied, “We just hired more agents…”, you already know the problem. Inside most organisations, the difference between customer service...

Unified Customer Experience: The Evolution of Omnichannel

More channels don’t fix broken journeys. A single operating spine does; the kind that connects data (what’s known), decisioning (what happens next), and design (how it feels). When that spine is in place, organisations deliver a unified customer experience that...

Empathetic CX: How Customer Sentiment and Customer Emotion Impact Loyalty, Revenue, and Reputation

A phone rings in your contact centre. It gets answered in under 30 seconds. The customer issue is resolved quickly. On paper, the metrics are perfect. But later? That same customer posts a frustrated review about feeling unheard. In today’s world, moving...

Digital Exhaust: The Behaviour Customers Leave Behind

Digital exhaust is one of the most consequential data streams in modern business strategy, precisely because most organisations generate it in vast quantities and, until recently, treated it as an afterthought. It’s important for customer experience (CX) leaders to understand...

Americans Spent More This Holiday Season, Across Stores, Screens, and Experiences

Holiday spending in the U.S. went up this year compared to last, even as people felt more uneasy about the economy. According to new data from Visa and Klarna, shoppers were still willing to spend, but they were more careful...

Healthcare Is Done Experimenting With AI

Healthcare organisations are no longer asking whether AI belongs in their operations. That question has been answered. The real question now is whether AI can deliver results quickly, safely, and without disrupting already strained systems. A new executive outlook report from...

Oracle-led Investor Group Saves TikTok from the US Ban

After years of political pressure, legal uncertainty and repeated deadline extensions, TikTok’s future in the United States has finally been stabilised. A new investor-led group, fronted by Oracle, will take control of TikTok’s U.S. operations, allowing the platform to continue...

Predictive CX: How the Smartest Brands Solve Problems Before Customers Notice

Customers today don’t want faster replies. They want fewer reasons to reach out in the first place. For years, customer experience teams optimised around speed: shorter wait times, faster tickets, quicker resolution. But shaving minutes off a support interaction doesn’t...

What AI Really Did to Holiday CX

The 2025 holiday shopping season marked a turning point for customer experience. For the first time, artificial intelligence became a visible and frequent part of how customers searched, bought, tracked, returned, and resolved issues with their orders. According to the Liveops...