AI and Machine Learning

06/04/2025

How to Develop an Effective Customer Journey Management Plan

If you hope to distinguish your brand in today’s competitive business landscape, it’s essential that you have the ability to...

Cristina Vargas

17/03/2025

How AI and Automation for Supervisors Can Boost Efficiency and Employee Performance

Supervisors are responsible for ensuring customer interactions align with business objectives, operational efficiency benchmarks,...

Anik Dey

13/03/2025

The State of Customer Experience: What Every CX Professional Needs to Know

Customer expectations, customer experience (CX) technology and the experiences consumers have across a variety of industries are...

Greg Thomas

11/03/2025

Why Contact Centres Are Central to Improving the Patient Experience

In the ever-evolving healthcare landscape, patient experience has become central to every healthcare provider. Healthcare...

Steve Leaden

11/03/2025

Cloud Adoption and AI Are Shaping the BFSI Industry for Viksit Bharat

India is taking ambitious strides toward becoming a developed nation by 2047 (the 100th year of independence), targeting a $30...

Genesys

10/03/2025

Enhancing the Patient Experience with CX Technology

The global healthcare industry faces some growing challenges: a population with complex health needs, patients’ lack of...

Tara Mahoney

02/03/2025

Uncovering Value with Consumer Insights Analytics

Across industries, customers are the source of revenue and profitability. This is clearly true for retail and financial service...

Jane Hendricks

20/02/2025

How cloud is transforming BFSI security and compliance in India

In India’s fast-paced digital landscape, data is more than numbers — it’s the lifeblood of success, especially within the...

Genesys

19/02/2025

Using Customer Experience Marketing to Build Brand Loyalty

Consumers today want more. They seek meaningful relationships with the brands they interact with. They crave a real connection...

Greg Thomas

16/02/2025

How to Use AI to Truly Personalise Customer Interactions

Customers expect brands to understand them deeply and anticipate their needs – and 73% of consumers surveyed in the “State of...

Greg Thomas

11/02/2025

AI-Driven Intelligence and the Evolving Supervisor Role

Contact centres are undergoing a massive transformation, integrating AI-driven insights to improve operations, enhance...

Herrick Mai

08/02/2025

Proving CX ROI: Linking Customer Experience to Business Value

Customer experience (CX) is undergoing a dramatic shift. Once viewed as a cost centre primarily focused on operational...

Ginger Conlon

07/02/2025

3 Ways Conversational AI Is Transforming CX Personalisation

Customer expectations for experiences that are seamless, highly personalised and immediate are at an all-time high. For...

Arpita Maity

28/01/2025

What Smart Companies Know About Integrating AI

Does your 2025 to-do list include customer experience transformation? Of course, it does. You’re an innovative CX leader...

Allison Castelot

27/01/2025

The Growing Need for Ethical AI in Customer Experience

Customer trust is fragile. But building and maintaining that trust is paramount to fostering loyalty. Consumers expect...

Greg Thomas