CX Network APAC Content Hub

James McIntyre explains why the next big shift for CX will be managing promise governance

Banking expansion part of wider ecosystem growth and confirmed days after crypto services granted approval in the UAE

Claire Cunningham explains why tech-savvy consumers do not always want tech-first CX

Does your CX strategy have a compliance-execution problem? James McIntyre explains

James McIntyre, CCXP, writes about the loyalty program oversight that could be costing you customers in the agentic economy

Katja Forbes warns about a new failure mode developing with AI agents. It doesn’t yet have a name, it doesn’t show up on any dashboard you own. But it’s there.

Claire Cunningham explains why we need to change the conversation around AI

If AI agents are doing the shopping, who handles the customer relationship? James McIntyre answers the big questions around loyalty

AI is accelerating. Trust is lagging. It’s up to us to set the speed limit and road rules, Claire Cunningham writes.

Katja Forbes explains why CX needs to think in terms of customer types, not personas, in the Age of Machine Customers

Following the publication of her sell-out book, Katja Forbes explains one of the biggest changes to CX and service and what it means for your organization

Claire Cunningham explains why experience is the mechanism through which growth and revenue are achieved – and why viewing it as anything else is just noise