CX

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.

A new report found that in-store inefficiencies now cost retailers $196.4 billion annually, with technology sequencing emerging as a critical factor in maximising retail technology investments.

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investing heavily in artificial intelligence to improve customer experience, but fragmented data, siloed systems and outdated infrastructure are preventing AI from delivering truly connected omnichannel CX.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

Martechvibe highlights voices whose work explores organisational culture, marketing strategy, bias, resilience, and the realities of building influence in complex systems.

As AI becomes the new shopping interface, retailers must rethink discovery, data, and customer experience to stay visible. Those who adapt now will shape how consumers find, trust, and buy in an AI-native world.

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.