CX

As return rates soar in online retail, ASOS’ controversial customer ban puts a spotlight on the need for smarter, fairer return strategies. How can technology and transparency help retailers cut costs without compromising customer loyalty?

Synthetic monitoring is becoming essential as brands scale conversational AI and omnichannel CX. From preventing outages to testing intent flows, learn how proactive testing safeguards trust in every interaction.

Too many brands claim to be customer-obsessed while outsourcing their CX intelligence. Yara Milbes, VP of Marketing at Lucidya, shares why owning the data, and knowing when to step back, is the only way to build trust in MENA’s complex, privacy-conscious markets.

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.

KPI dashboards may show green, but your customer’s experience could be flashing red. While early-stage companies focus on metrics, what’s often missed is the growing disconnect between customer expectations and what’s actually delivered.

Even the best CX strategies fail when teams operate in silos. Loyalty is lost not in touchpoints—but in the handoffs between them. What can be done?

Support solves problems. Success prevents them. But the real customer-first strategy is integrating both. How can uniting these teams lead to better CX, stronger loyalty, and smarter growth?

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.