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Almost half (46%) of frontline workers surveyed by Humanforce have received no employer training, briefing…
Browsing: CX Predictions 2026
The traditional “omnichannel” approach is being replaced by something far more dynamic: a living ecosystem…
Why AI Transparency will build brand trust and loyalty in 2026 – Interview with Nicholas Kontopoulos
By Mark Atterby
Failing to disclose an AI interaction, particularly one that results in a poor service experience,…
In a recent interview with CXFOCUS’s Michael Gwilliam, at Ashton Media’s CX Retreat, Siân Howatson,…
AI’s true potential lies in disrupting the Australian market by enabling unique customer experiences, according…
Why Zendesk predicts contextual intelligence to be the new CX Standard – Interview with Kellie Hackney
By Mark Atterby
Kellie Hackney, ANZ Regional Vice President for Zendesk, identifies ‘contextual Intelligence’ as the dominant trend…
Dannielle Pearson, Head of Customer Strategy & Insights at Concentrix, recently shared her perspective on…
In the first installment of our CX Predictions 2026 series, I sat down with Laurence…