Customer Experience

22 Sep 2025

Misaligned metrics

C-suite and call centre agents need new metrics to address performance in CX, eliminating blind spots for the boardroom and daily friction at the frontline

The future customer and the move towards passwordless

18 Sep 2025

We’ve heard for years that a passwordless future is coming – and users are starting to expect it. However, the reality on many websites and services still lags behind

Infrastructure: foundation of a successful customer experience

15 Sep 2025

To succeed, businesses must remould their foundations, moving from outdated technology stacks to a flexible, user-friendly infrastructure

Netflix's chief product officer Eunice Kim to leave

11 Sep 2025

Netflix said on Wednesday that Eunice Kim, its chief product officer since 2023, will leave the company.

Don’t put shade on your distinctive brand assets

04 Sep 2025

Brand erosion is not inevitable, and even when assets have slipped into obscurity, they can be revitalised

26 Aug 2025

The critical importance of accessibility

Accessibility needs to become part of your company’s DNA so that you are not losing customers to competitors with more accessible digital interfaces

Spotify flags price rises as it introduces new services, FT reports

25 Aug 2025

Spotify will raise prices as it invests in new features and targets 1 billion users, the Financial Times reported on Sunday citing the music streaming provider’s Co-President and Chief Business Officer Alex Norstrom.

American View: All big projects go awry; what matters is how you recover

19 Aug 2025

Strange as it might seem, I couldn’t wait to get to work this Monday. I was eager for someone to ask me how my weekend had gone because – hoo, boy! – I had me a hilarious story to share.

Accessibility beyond compliance

30 Jul 2025

Digital accessibility is a strategic imperative that can unlock new markets, drive innovation, and build sustainable competitive advantages

Rethinking the marketing role of physical mail

30 Jul 2025

The future of mail is about bringing physical and digital together intelligently to meet the demands of a more connected, compliant, and customer-focused world

The dangers of using AI to optimise marketing

25 Jul 2025