Customer Experience (CX)

Qantas’s loyalty division often generates more profit than its core flight operations, effectively functioning as a marketing-data business that happens to wear an airline’s logo. This transformation suggests that what we traditionally call loyalty has been replaced by a sophisticated

The era of enduring repetitive loops with digital assistants that barely understand basic queries has finally vanished as sophisticated reasoning engines take over the back-office machinery of global commerce. These systems no longer merely repeat pre-programmed scripts or provide links

The rapid proliferation of large language models has fundamentally altered the expectations of modern consumers, who now demand instantaneous and accurate resolutions to complex inquiries at any hour of the day. This review examines the current state of technology within