customer experience

Stragnell explains why speed, simplicity, and frictionless journeys are critical to retaining customer focus.

From balancing metrics with brand magic to ethical uses of synthetic data, modern marketing is a high-wire act. David Norris, CMO at boost.ai breaks down how AI is reshaping campaigns, CX ownership, and the very role of CMOs and what it means to stay ahead.

Stephanie Webster argues that the real advantage of marketing isn’t the latest tools but the ability to build trust, adapt strategy, and make bold calls.

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.

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.