Learn how AI, data, and design are reshaping customer experiences across industries. Our insights are written for senior leaders — they are practical, evidence-backed, and will inspire action.
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Chatbots Have Grown Up: Why AI Assistants Are Now Essential for Service in 2026
Why regulated service leaders now rely on AI assistants for secure identity checks, omnichannel journeys, and measurable ROI.
What Is a Data Lake and Why It’s Essential for AI-Ready Customer Experience?
See how a CX data lake unifies raw interaction data so AI and leaders can act in real time.
The Future of CX in 2026: Loyalty on a Knife-Edge
Why loyalty is fragile as AI accelerates expectations—and how leaders can respond before customers switch.
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10 articlesChatbots Have Grown Up: Why AI Assistants Are Now Essential for Service in 2026
Why regulated service leaders now rely on AI assistants for secure identity checks, omnichannel journeys, and measurable ROI.
What Is a Data Lake and Why It’s Essential for AI-Ready Customer Experience?
See how a CX data lake unifies raw interaction data so AI and leaders can act in real time.
The Future of CX in 2026: Loyalty on a Knife-Edge
Why loyalty is fragile as AI accelerates expectations—and how leaders can respond before customers switch.
What Is an Omnichannel Contact Centre and How Does It Differ from Multichannel?
Learn how unified platforms keep context across voice, chat, email, and social — plus the steps to build an omnichannel roadmap.
Facilitating Digital Transformation: Workshop Methods That Align Tech & People
Digital transformation fails when technology moves faster than people. Discover workshop methods that align IT, operations, and CX to accelerate adoption.
Why CX Leaders Invest in Workshops First
Workshops align stakeholders and create executable roadmaps — here’s why they’re the most powerful starting point.
How to Create High-Impact Workshops
A step-by-step guide to design and run workshops that drive alignment, decisions, and measurable outcomes.
How to Use Customer Journeys as a Workshop Tool for Business Transformation
Map journeys collaboratively to surface pain points, prioritise fixes and align stakeholders for transformation.
Retail: Data Foundations that Improved NPS by 12%
A real-world example of how data transformation can directly impact customer loyalty.
AI Ethics in Customer Experience
Why trust, compliance, and transparency are critical in AI-driven service design.
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