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Customer expectations have fundamentally changed, and small businesses that fail to respond instantly risk losing revenue to faster competitors.
Not long ago, good customer service was defined by availability: a call answered in a contact centre, a query logged, an issue resolved. Today, that bar has moved significantly. In...
AI represents a once-in-a-generation opportunity to redefine customer value and establish durable differentiation. Experimentation had its moment — what’s required now is committed...
Technology has fundamentally changed what customers expect.
How leaders are evolving service into a system that transcends silos and keeps customers coming back
AI is already reshaping how buyers discover, decide, and engage. The real opportunity now isn’t just efficiency — it’s redesigning GTM around measurable customer outcomes and using...
As markets remain competitive and customers grow less tolerant of friction, 2025 marked a clear shift in how organisations think about customer experience (CX) – particularly in bu...
Customer success teams have never been short of data. Health scores, product usage, sentiment signals, and relationship context exist across systems — but turning that data into in...
AI is compressing consumer discovery, decision-making, and service into fewer, faster, and increasingly invisible moments. Answer engines and AI agents now decide what customers se...
Explore how a modern customer 360 uses retail customer analytics, AI and real-time personalization to help brands win cautious consumers.
Autonomous CX makes it possible to understand customers, respond faster, and earn loyalty over time.
The age of agentic is transforming the way we communicate with customers. Here are four things to keep in mind as you navigate the year ahead.
Organizations that move early will define how marketing operates in the coming era and capture compounding returns.
If you think CX is fading, you’re looking in the wrong places. I work with customer experience (CX) executives across top financial services firms in North America — and what I see...
To compete for customers and grow profitably, banks need the ability to adjust as much and as fast as required at any given moment. Leading digital banking engagement platforms (DB...
In April 2026, a JetBlue customer posted a public complaint about a sudden $230 fare increase. JetBlue replied with a well‑intentioned suggestion: Try clearing cookies or booking i...
Consumer use of AI is growing, yet their trust in it remains low. That gives organizations a unique opportunity.
While there's more hype and excitement around customer-facing AI chatbots or flashy generative AI tools, consumer loyalty comes from providing a consistent, accurate shopping exper...
As organizations rush to deploy AI, too many forget the people it’s meant to serve. A human‑first foundation is what separates AI that frustrates from AI that truly drives better e...
The banking industry is entering a pivotal phase where data, artificial intelligence and customer ce...
Announcing new agentic customer experience capabilities in Dynamics 365 and Microsoft Copilot Studio across the entire customer lifecycle. The post Turning customer experience into...
Zendesk Relate 2026 showed that agentic customer service depends on structured knowledge, new service engineering roles, and operational readiness for AI execution.
Cowritten with Janis Teo, senior research associate Five months ago, I published a blog post about banking’s new power role, the chief digital, data, and AI officer, an executive m...
As answer engines divert discovery and squeeze the funnel, B2C marketing leaders are looking for the fastest, most durable way for their brand to become more visible and authoritat...
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