CX

As technology budgets tighten and ROI expectations grow, the real question isn’t whether SaaS and AI platforms are being used—but whether they’re making a difference.

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.

Here are three underexplored CX strategies martech leaders must adopt in 2025.

Technological advancements like robotics and automated systems make fulfilment processes faster and more efficient.

No bot is perfect, says Guillaume Laporte, Chief AI Officer of Foundever. Businesses integrating genAI tools to aid high customer support queries must set realistic expectations and not pretend the bot can do everything.

The CX NXT Summit will take place in Cape Town, South Africa on 17 & 18 April 2024. The focus of the summit is to help businesses build a customer-centric culture, use CX to beat the competition, and change the world order of leading brands.