Customer Service Delivery

Putting ‘customers first’ has long been a business mantra. But when it comes at the expense of employee wellbeing, the entire experience collapses and becomes a dangerous myth. Here's why employee-first thinking is the future of sustainable CX.

In a world where customer expectations outpace traditional service models, a quiet transformation is underway—one where CX becomes as agile and on-demand as the digital economy it serves.

AI is reshaping the future of customer service, no doubt. Explore five key applications making support faster, smarter, and more human.

GenAI is reshaping retail — enabling hyper-personalized experiences, smarter operations, and immersive journeys for today’s digital shopper.

The primary reason consumers opt for delivery is convenience—42% of respondents prefer to focus on watching the game or socialising rather than preparing food.

Technological advancements like robotics and automated systems make fulfilment processes faster and more efficient.

What is the key to crafting winning customer experiences for a diverse set of customers? Danny Crayton, Chief Marketing Officer at Lippo Malls, Indonesia, shares insights on delighting customers and the future of the physical store. 

John Lilly, Head of FSI Digital Experience at Adobe discusses how financial service providers must focus on personalisation not only as a marketing activity but as a positive change in the business operating model to serve customers.

Learn how AI and automation transform customer service, improve agent productivity, reduce support volume, and increase customer happiness.

Hamish White, CEO of Mobilise, shares insight into how service providers can avoid CX disasters.