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Related Posts about : customer-experience

5 CX Trends Helping Telecoms Build Clarity, Continuity, and Control in 2026

5 CX Trends Helping Telecoms Build Clarity, Continuity, and Control in 2026

Laura McCutchan

Telecom’s next differentiator isn’t speed or price, but design that removes friction. With a practical 3C framework (Clarity, Continuity, and Control), telecom operators can turn complex journeys into trusted experiences that reduce churn and cost-to-serve. In this article by Laura McCutchan, Director of Design, learn the top trends that will incorporate this framework in 2026, including how predictive AI becomes simple human value through transparent explanations and reversible choices, why accessibility and performance are competitive advantages, and how service design orchestrates app, store, IVR, agent, and portal into one coherent flow. You’ll find checklists, benchmarks, and quick wins you can ship now, as well as a path to scale design as an operating system in 2026, for measurable, regulator-ready outcomes today.

How Retailers Can Win Customer Trust with One Cart and Real-Time Inventory

Hamza Qamar

Retailers promise convenience, but trust breaks when carts do not travel across channels and stock data lies. In this article, Hamza Qamar, Senior Director Product, Innovation and Design, defines a pragmatic path to “One Cart Everywhere” and real‑time inventory in retail, from the operating model and reference architecture to a phased roadmap and the KPIs that matter. Learn the key technologies for successful real-time inventory management, including identity, consent, store systems, OMS, RFID, and event streaming, while addressing privacy and change management. You’ll also find the key core outcomes retail leaders are looking towards, like fewer stockouts and substitutions, faster fulfilment, higher conversion, and a measurable lift in loyalty by 2026.

From Vision to Value: The Impact of Purpose-Driven Leadership

Imran Mian

Can companies achieve both profitability and purpose? Equitable Bank’s Group Head, Mahima Poddar, believes they can. This article delves into her compelling perspective on building a business that prioritizes people over profits without sacrificing success. Mahima shares her strategies for cultivating a culture of ownership, empowering employees to make decisions that benefit both customers and the company in the long run. Explore how this focus on purpose fosters innovation, drives positive change, and creates a more sustainable and fulfilling future for all stakeholders.

The Potential Impact of AI on the Future of Banking

Imran Mian

The banking industry is on the verge of a technological revolution, with Artificial Intelligence (AI) poised to redefine how banks operate, serve customers, and compete in the digital age. This guide, drawing upon insights from Scotiabank’s Chief AI Officer, Yannick Lallement, explores the evolving landscape of AI in banking, debunking common myths and offering a realistic look at its future impact. Discover how AI is transforming customer experiences, revolutionizing bank operations, and what steps banks can take to navigate this transformative era successfully. From the rise of Large Language Models to the importance of data as a strategic asset, this guide provides a roadmap for financial leaders seeking to understand and embrace the future of AI in banking.

Mastering CX Part 2: The ‘How’ of Customer Experience Excellence

Hamza Qamar

In the realm of business, customer experience (CX) stands as the cornerstone of success. This article offers a comprehensive guide to achieving unparalleled CX excellence, highlighting the significance of channel, systems, and customer journey transformation. From smart agent routing and AI-powered chatbots to predictive analytics and omni-channel strategies, discover the multifaceted approach to enhancing customer satisfaction and fostering long-term loyalty. As the digital landscape continually evolves, businesses must proactively adapt, ensuring they remain at the forefront of customer-centric innovation. Dive in to unlock the future of business excellence.

Mastering CX Excellence Part 1: The Strategic Significance of Customer Experience For Large Enterprises

Hamza Qamar

When you hear the term “Customer Experience” (CX), do you instinctively relate it to UX design or customer care? Well then you need to hear this too: that’s not the case! In its truest essence, the full breadth of customer experience extends far beyond the responsibilities of UX designers and customer care teams. Crafting an […]
Customer-Focused Product Development

Customer-Focused Product Development – with 4 Types of Customer Research

Fatima Khan

In product development, few things matter as much as keeping the customer at the center at every stage of the product development cycle. Offering an enhanced customer experience is now more important than ever, and the best customer experience strategies include a deep understanding of the customer and garnering the most important customer data and insights through the various stages of development. In this article, learn the top four customer research methods that ensure you never lose sight of your customer while working on your next product.

Top Talent Placement for Program Design & Delivery

Bell’s current self-serve platform that included MyBell, Virgin, and PC Mobile lacked the flexibility to offer an optimal customer experience. A detailed assessment of their hybrid apps indicated a suboptimal customer experience and lower NPS.
Pro-Gamification: The Future of Retail Experience

PRO Gamification: The Retail Experience

Mahmood Qasmi

Gamification in retail is not a new idea, but with people being more connected and more reliant on their digital devices, it becomes more critical in providing engaging and enjoyable experiences that bring tangible business value.
Customer Experience - 1

Who is Reshaping Customer Experience?

Mudassar Malik

Believe it or not, Gen-Y (also known as Millennials) is already the largest generation in the Canadian workforce and I’m sure so is the case in most countries. They were being ignored for their lack of income and spending power. However, it has become glaringly obvious that Gen-Y is a gigantic population, holding significantly powerful […]
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