CX

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.

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.

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.

Even the best CX strategies fail when teams operate in silos. Loyalty is lost not in touchpoints—but in the handoffs between them. What can be done?

Support solves problems. Success prevents them. But the real customer-first strategy is integrating both. How can uniting these teams lead to better CX, stronger loyalty, and smarter growth?

AI is reshaping the future of customer service, no doubt. Explore five key applications making support faster, smarter, and more human.

GenAI is reshaping retail — enabling hyper-personalized experiences, smarter operations, and immersive journeys for today’s digital shopper.

Between cost reductions and cloud adoption, speech analytics will enhance customer interactions in 10 key ways.

The primary reason consumers opt for delivery is convenience—42% of respondents prefer to focus on watching the game or socialising rather than preparing food.