The principles of the experience economy have fully matured, establishing customer perception as the definitive driver of commercial and public value. This shift marks the culmination of a decade-long digital acceleration that has irrevocably altered consumer behavior and expectations. Customer
A remarkable development in artificial intelligence has emerged not from its ability to perfectly mimic human conversation but from its capacity to make human interactions more meaningful and efficient. In a significant validation of this philosophy, customer experience platform Gladly has secured
As the initial gold rush of retail media settles, a new, more demanding era of execution is dawning, compelling businesses to move beyond makeshift solutions toward sustainable, scalable advertising platforms. Responding to this critical industry shift, Kevel, a leading provider of retail media
Today, we’re joined by Zainab Hussain, an e-commerce strategist who specializes in customer engagement and operations. With a deep understanding of the digital landscape, she has a unique perspective on a problem many of us face daily: when self-service technology, designed for convenience, becomes
The chasm between a company's professed appreciation for its customer base and the stark reality of its service infrastructure has grown into an almost unbridgeable divide. Corporations spend billions on marketing campaigns designed to foster a sense of connection and loyalty, yet they
The silent hum of automated systems has grown into a dynamic conversation, fundamentally reshaping how businesses connect with their customers on a global scale. From simple chatbots to sophisticated digital assistants, conversational AI is no longer a futuristic concept but a critical business
