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 : Thought Leaders
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...
Customer Wait Time & Operational Strategy: CX Optimization Guide
Customer Wait Time & Operational Strategy: From Friction to Strategic Differentiator Customer wait time remains a pivotal metric in customer experience (CX), directly shaping satisfaction,...
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,...
Experience Continuity: What Ancient History Teaches Modern CX Leaders About Trust
What Ancient Coins Can Teach CX Leaders About Experience Design, Trust, and Legacy When a customer walks into a museum, downloads a brand app, or...
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...