Endear: Leigh Sevin on Humanizing Data-Driven Clienteling
In the rapidly shifting landscape of modern retail, the line between digital and in-store experiences is becoming increasingly blurred. Today’s consumers expect continuity — their...
Category : Expert Opinions
Read for Pleasure: How HarperCollins India Is Rebuilding Joy-First CX
What happens when a brand stops optimizing clicks—and starts designing joy? Picture this: A child scrolling endlessly on a phone. An exhausted parent buying books...
Hexnode XDR: Apu Pavithran on SecOps Convergence, UEM Evolution, and the Future of Digital Employee Experience
In a digital era defined by workplace transformation and hybrid ecosystems, the lines between IT operations, security, and employee experience are rapidly blurring. For more...
Fractional Chief Customer Officer: CXQuest Interviews Alana D’Angelica on Scaling Customer Success
Ever watched an AI chatbot confidently give the wrong answer, then trap customers in a loop they cannot escape? The knowledge base looks complete. The...
Consent-First CX: Designing Retail CX in India’s DPDP Era
Designing Retail CX in a Consent-First World By Rakesh Raghuvanshi, Founder & CEO, Sekel Tech How India’s DPDP Act is forcing brands to rethink personalisation,...
AI-First: Newgen’s Ritesh Varma Envisions AI-First Insurance, for Viksit Bharat 2047
Picture this: a customer in a Tier-3 town files a motor insurance claim through a chatbot. Instead of waiting days for manual assessment, an AI...
Katie Stabler on CX Movements: An Exclusive Interview
Imagine a frustrated customer mid-journey with your brand. An AI chatbot promises quick resolution. But loops endlessly on scripted responses, eroding trust and spiking churn...
AI Journey Orchestration: Break Silos, Unite CX Teams in 2026
Customers are not waking up thinking, “I hope your martech stack finally integrates today.” They just want their issue resolved, in one try, without repeating...
CX Fragmentation Trap: How Siloed Teams Destroy Customer Loyalty
From Fragmented Silos to Orchestrated Journeys: Breaking the CX Fragmentation Trap Sarah is the VP of Customer Experience at a mid-market fintech company. On paper,...
Agentic AI in 2026: CX Leaders’ Guide to Autonomous Transformation
From Chatbots to Digital Colleagues: How Agentic AI in 2026 Is Reshaping Customer Experience A Vivid Scenario About Agentic AI in 2026: The Moment Everything...