Customer Service Delivery

As AI becomes a new customer-service touchpoint, brands must use automation to remove friction while keeping human support accessible when customers need it most.

Many organisations are investing heavily in artificial intelligence to improve customer experience, but fragmented data, siloed systems and outdated infrastructure are preventing AI from delivering truly connected omnichannel CX.

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.

Behind every great customer experience is an engaged employee. Anastasiya Golovatenko, Account Director at Sherpa Communications, explores how leadership, purpose, and everyday behaviours shape the EX–CX connection, and why happier teams consistently deliver better business outcomes.

In-store retail is being reimagined, shares Andrey Dorosh, Regional Retail Director, MENAT markets at Samsung Electronics MENA. When paired with digital channels, physical retail becomes critical to a true omnichannel strategy—one that meets customers where they are, both online and offline.

Marketing leaders from Team Saudi, Asma Hospitality, MSQ Middle East, and Cenomi Centres share how emotion, experience, and empathy are redefining brand relationships with consumers in Saudi Arabia.

Discover how Just Eat Takeaway.com fuels convenience through AI-powered personalisation, retail and sports partnerships, and creative brand storytelling.

Uber’s steady revenue growth is attributed to categoric steps towards implementing innovative projects. The future of mobility with autonomous vehicles, freight AI, and bold partnerships across logistics and delivery, to name a few.

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?

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.