customer experience

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.

From smarter identity resolution and ecommerce assistants to generative content and new disciplines like GEO, martech leaders are rethinking what personalisation, attribution, and discovery really mean in 2025.

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.

The average consumer is signed up to 16 loyalty programs, says Rachel Lynch, VP Marketing, Talon.One. For your brand to win its share of spend, you need to actively stand out and influence consumer behaviour.

A snapshot of on-the-ground insights: What marketers, product leaders, and creatives saw, said, and took away from Cannes Lions 2025.

Why is customer data still failing to deliver ROI? Leaders from Forrester, BECU, and Citizen Watch unpack the real reasons and share strategies that actually work.

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.

Zoho develops AI tools intended to support users effectively while keeping model complexity manageable to avoid additional costs for consumers.

The report reveals that AI is rapidly reshaping localisation, with over half of companies already adopting it and 81% planning hybrid AI-human models in the next year.