Topic / Theme: Customer Experience (CX)

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...

Balancing Dreams and Dollars in Today’s Economy

A recent U.S. Bank survey reveals that many Americans are taking responsible steps with their finances—budgeting, investing, cutting back on extras, and even creating financial plans. Yet, despite these smart habits, most feel as though their progress is slipping further...

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...

Adobe Partners With Medallia To Integrate AI Agents with Sentiment Data

If our recent news isn’t heavy on new AI announcements, it is typically about a tie-up, as software vendors seek to add fresh smarts and better insights for users from AI knowledge providers. Adobe’s Experience Manager Platform was recently...

Customer Experience Strategy: From Foundations to Future-Ready Digital CX

Customers today don’t buy products. They buy experiences. When those experiences disappoint, they’re quick to walk away. 1 in 3 will abandon a brand they used to love after just one bad interaction. On the other hand, companies with a...

Endless Cookie Alerts May Vanish as The EU Sees A Crumb of CX Sense

A blight on every browser, a pain for all businesses keeping up with the latest diktats, and annoying for the entire online universe. Confirming our cookie settings (again, and again, and again) has been a royal pain since the EU...

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...

The True Value of AI Revealed in Healthcare CX Automation

If you recall the chatbot era across the late 2010s-early 2020s, there was a rush of hype, hope and excitement. Then, a deafening silence as vendors and end-user businesses kept quiet on the end results, until sufficient data crept into...

Sorry, Mom: AI Wins When It Comes to Choosing Outfits

Nearly half of shoppers (45%) say they don’t care if a product recommendation comes from a human or from AI, as long as it fits their needs. That’s one of the headline findings from the State of Ecommerce 2025...

Cracker Barrel Results Highlight the Cost of Rebranding Gone Wrong

The pressure from marketing teams or agencies, year after year, for a rebrand, refresh or restyle is a constant in most larger companies. The chance to evolve, widen the audience, or reach out to Gen-Z can sound like a compelling...