Tag: Customer Experience

Achieving True Customer Centricity in 2026: The Playbook for CX-First Brands

A few years ago, customer centricity was something every company claimed to be, but not something most proved. It meant smiling more, sending a survey, maybe adding “customer-first” to your values page. But the game has changed. Today, customer centricity...

New Report Reveals Why AI Isn’t Solving Retail Marketing Bottlenecks

Despite widespread adoption, marketers report that growing content demands are outpacing their ability to produce and distribute campaigns through AI. Does the issue lie in how companies are using AI or the technology itself? Typeface’s new Signal Report: Retail Edition finds...

Is Overcommunication the New CX Crisis?

The constant ping of offers, updates, and “urgent” alerts may be doing brands more harm than good. Every brand wants a piece of your attention, but most people have already tuned out. According to CSG’s 2026 State of the Customer Experience...

AWS and OpenAI Sign Record $38B Cloud Deal, the Largest in AI History

OpenAI is moving a major chunk of its computing muscle to Amazon Web Services, marking one of the largest cloud deals ever signed in artificial intelligence. The $38 billion, multi-year partnership gives OpenAI access to AWS’s newest supercomputing infrastructure and...

Zoom Leverages NVIDIA to Put Enterprise AI on the Fast Track

Zoom is stepping up its AI game by teaming up with NVIDIA to make enterprise AI faster, smarter and more adaptable to the way teams actually work. The latest iteration of Zoom AI Companion introduces a hybrid language model framework...

Your Christmas Deals Are Brought to You by AI

This Christmas, AI might just be the busiest elf of all. From scanning for discounts to picking out gifts, it’s fast becoming an essential part of the shopping ritual, though many people don’t even know when it’s working behind the...

The Complete Guide to Collecting Customer Feedback and Turning It into Action

Here’s the funny thing about customer experience. Companies spend huge amounts trying to understand customers who are already spelling everything out for them. It’s all right there in reviews, chat transcripts, post-support comments, and inbox messages. The problem isn’t a...

This Week in CX: Fauxductivity, Fraud Fighters & Feel-Good Teams

Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news. This week, we explored how busyness doesn’t always equal progress, why fraud teams are becoming banks’ biggest trust builders, and how self-service AI could put consumer confidence at...

How EXP KSA is Redefining the Experience Movement in the Middle East

Featuring insights from Mohamed Debouk, CEO of New Metrics Saudi Arabia has entered a defining phase in its transformation journey. One where experience has become central to how organizations deliver value, earn trust, and drive growth. That transformation took center stage at EXP KSA,...

Fraud Teams Are Becoming Banks’ Biggest Selling Point

Security used to be something customers took for granted: an invisible layer that simply worked in the background. Not anymore. A new FICO survey finds that 70% people in the UK now put fraud protection near the top of their list...