Customer Experience

02 Jun 2025

Mastering AI-powered search

As GenAI becomes a prominent fixture in our everyday digital interactions, the way consumers search is undergoing a profound transformation

How the customer journey connects brand and experience

26 May 2025

According to Forrester’s Priorities Survey 2024, the number one priority for business and technology leaders is to “improve the experience of our ultimate customers”. In second and third place are meeting measurable commercial growth targets and reducing costs.

Leading through a crisis with clarity

26 May 2025

When mishandled, a crisis can leave a permanent scar. But when addressed with transparency and candour, the same incident can showcase organisational resilience

Narrowing the digital divide

23 May 2025

Bridging the digital divide isn’t just about doing the right thing; it’s about recognising that no business thrives in a society where millions are left behind

Spinning the CX flywheel

21 May 2025

How cards and customer experience can come together to help banks win new customers – and keep them

15 May 2025

Are Gen Z really so very different?

Jeremy Swinfen Green (very much a Baby Boomer) questions the assumptions many make about Generation Z and explores the extent to which they are different from people of his own age

Managing today's crisis of trust

12 May 2025

Trust is a fundamental business imperative that directly impacts customer retention, revenue, and shareholder value

Leveraging data and AI for exceptional customer experience

07 May 2025

When powered by data, personalisation becomes a differentiator, enabling businesses to foster loyalty and drive lasting growth

Uber to buy controlling stake in Turkey's Trendyol GO food delivery business for $700 million

07 May 2025

Uber said it would buy a majority 85% stake in Turkish food and grocery delivery platform Trendyol Go for $700 million, as the ride-hailing giant looks to tap new growth markets amid signs of saturation in its mainstay North American business.

How consumer choices affect sustainability

29 Apr 2025

Consumer choices matter because P&Ls, stock prices and sales are intrinsically linked to the health of the planet

24 Apr 2025