CX strategy

Layal Akouri explains how authentic engagement, premium positioning, and customer-centric innovation drive sustainable growth and loyalty in competitive markets.

Fasil Shah explains how loyalty is evolving in the age of short-form content, shifting from long-term brand commitment to trend-driven engagement—and what brands must do to retain customers in this new landscape.

A recent report suggests that 24% of respondents feel AI created more coordination work, 22% reported lost context during handoffs, and 20% saw requests routed incorrectly.

Explore the marketing and CX experts featured on Martechvibe, offering actionable insights and guidance on 2025’s most impactful trends—from generative AI to sustainability and evolving customer expectations.

Konnect Insights, the omnichannel customer experience management platform, announced that Zomato, has chosen Konnect Insights to help it achieve new levels of CXM. Zomato is a brand that values its customers’ experiences and is endeavouring to set the highest standards when it comes to delivering the right services and experiences. Zomato turned to Konnect Insights […]

Without focusing on customers, investing in skills, and consolidating inputs, organisations cannot grow and demonstrate CX success Organisations that demonstrate how customer satisfaction is associated with growth, margin and profitability are more likely to report customer experience (CX) success and are 29 per cent more likely to secure more CX budgets, according to a survey […]

For brands seeking to improve customer experience and increase customer loyalty, the payoff can be huge if they create an emotional connection. Day 1 Emotion is the most important component of the customer experience, and businesses cannot afford to overlook its importance anymore. They should pursue emotional connection as a science, and a strategy. On […]

When marketers say the customer has the last word, the feedback is not limited to the product alone. Today’s customer is intelligent and forever on the move, balancing presence across multiple platforms with ease. How the marketer attends to the customer, to how they interact after the sale – everything can make or break a […]

How long does it take for a customer who contacts you through social media or your contact centre, or calls your company to be connected to a human agent?  If it takes more than 20 seconds, the customer experience (CX) you provide is worse than 80% of companies out there. Poor customer experience could result […]

In this exclusive interview with MarTech Vibe, Frederik Bisbjerg, Chief Operations Officer, Noor Takaful talks about reimagining customer experience in a time of change. 1. What’s the best way for organisations to reshape strategy to meet sharp shifts in customer behaviour? The short answer is companies need to redesign their operating model to be much […]