Setting the Stage for Mobile CX Evolution Imagine a world where a smartphone is not just a device but an extension of personal identity, seamlessly integrating into every facet of daily life—from managing work tasks to capturing life’s fleeting moments with breathtaking clarity. In today’s tech-driven landscape, mobile customer experience (CX) has become the heartbeat of the smartphone industry, redefining
Today, we’re thrilled to sit down with Aisha Amaira, a MarTech expert with a deep-rooted passion for blending technology and marketing. With her extensive background in CRM marketing technology and customer data platforms, Aisha has a unique perspective on how innovations like Automated Call Monitoring can transform customer experiences in call centers. In this conversation, we’ll dive into the power
This guide is designed to help business leaders and organizations overcome the persistent barrier of “competing priorities” and make employee experience (EX) and customer experience (CX) central to their strategic focus. By following the actionable steps and mindset shifts outlined here, readers will learn how to align EX and CX with core business goals, ultimately driving sustainable growth, loyalty, and
Introduction Imagine a federal agency tasked with safeguarding the nation’s critical infrastructure from cyber threats, yet struggling to retain its most skilled employees due to a controversial pay program. This scenario encapsulates the current turmoil surrounding the Cybersecurity and Infrastructure Security Agency (CISA), following a recent Department of Homeland Security (DHS) Inspector General audit that exposed significant flaws in its
Today, we’re diving into the murky world of cybercrime with Dominic Jainy, a seasoned IT professional whose deep knowledge of artificial intelligence, machine learning, and blockchain gives him unique insights into the evolving landscape of digital threats. With his expertise, Dominic helps us unpack the recent cyber-attack on Jaguar Land Rover (JLR), claimed by a group linked to the notorious
Introduction to a Pressing Security Challenge Imagine a scenario where a business-critical server, running essential applications, suddenly falls under the control of an unauthorized attacker, posing a severe risk to operations. This nightmare became a tangible risk with the discovery of a severe security flaw, identified as CVE-2025-7388, in Progress OpenEdge—a platform integral to countless organizations for managing business operations.
Diving into the world of customer service and interpersonal communication, we’re thrilled to sit down with Aisha Amaira, a MarTech expert whose passion for integrating technology into marketing extends to understanding customer interactions at a deeper level. With her extensive background in CRM marketing technology and customer data platforms, Aisha brings a unique perspective on how businesses can use innovation
In the dynamic realm of customer experience (CX) automation, a staggering statistic sets the stage for a transformative shift: customer satisfaction, as measured by the American Customer Satisfaction Index, has dipped to 76.9 in recent quarters, reflecting levels not seen in over a decade. This alarming trend underscores a critical challenge for businesses—traditional automation systems, once heralded as efficiency champions,
Imagine a banking landscape where every customer interaction is tailored to individual needs, where financial advice feels personal, and where risks are anticipated before they even emerge. This is the reality South Africa’s major banks are crafting through customer data analytics, a technology that has become a linchpin for innovation in the financial sector. As digital platforms dominate the industry,
In an era where technology promises to revolutionize every facet of business, the global AI software market is projected to soar to $251.4 billion by 2027, according to IDC’s Worldwide Artificial Intelligence Spending Guide. Yet, amidst this staggering growth, a sobering reality persists: countless organizations investing heavily in AI for marketing are witnessing lackluster returns. This striking contrast between potential
In the ever-evolving world of business, delivering a top-notch customer experience (CX) has become a cornerstone of success, yet many organizations struggle to turn well-designed journeys into consistent realities due to operational shortcomings. Picture a frustrated airline passenger facing a flight cancellation: the expectation of swift updates and effortless rebooking crumbles when staff are bogged down by outdated systems and
Allow me to introduce Aisha Amaira, a seasoned MarTech expert with a deep-rooted passion for blending technology and marketing to transform customer experiences. With her extensive background in CRM marketing technology and customer data platforms, Aisha has a unique perspective on how businesses can harness innovation to uncover critical customer insights. In our conversation, we dive into the evolving landscape
