Articles
Perspectives and analysis on customer experience, from the field.
AI-Era CX: Scaling Without Sacrificing Empathy to Automation
AI boosts efficiency but brings the risk of “artificial desensitization.” Smart routing and empathetic handoff can balance automation with a human touch.
The Unchanging Face of Customer Experience
From Soviet queues to the shopkeeper’s credit ledger: customer experience has changed from times of scarcity to the digital age, but what customers want has stayed the same.
AI and the Future of the Customer Service Industry: Global Transformation, Opportunities and Risks
Agentic AI is turning customer service from a cost center into a strategic value center. Global cases from Klarna to KPN and from SoftBank to Alibaba, the impact on the workforce, the risks, and a roadmap shaped by the EU AI Act.
Why Do Customers Look for More Human Contact as Technology Gets Smarter?
However smart technology becomes, the customer is still a human being: they want to be understood, remembered and heard.
Customer Experience in Our Region
A comparative look at the customer experience ecosystems of Türkiye, Azerbaijan, Uzbekistan and Kazakhstan: market maturity, digital CX, AI, customer expectations and core challenges.
Not More, but Simpler
The competition of the future will be won not by offering more, but by making the choices offered to customers simpler, more meaningful and more valuable.
A Sports Club Grows Not Only Through Results, but Through the Experience It Creates
Trophies tell the story of a season’s success. Culture and experience shape a club’s future.
Low AHT Shouldn’t Be the Only Goal
Used the wrong way, the most closely watched metric in contact centers can push cost onto the next call instead of improving efficiency.
Between AI and Humans: Designing the Future
Technology is no longer just a “tool” that boosts productivity; it is rising to the role of an autonomous “actor” that shapes decisions and runs processes.
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