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- News
77% of board members expect AI savings, but only 3% of organizations exceed their targets
According to Gartner research, most executives expect AI to bring productivity gains, but the share of organizations able to hit the target remains low.
- News
ChangeUp: Top stores give customers more reasons to return than convenience alone
Costco, H-E-B and Fleet Feet stood out in ChangeUp's customer survey, which rated stores on memorability, desire to visit and intent to return.
- News
CX Today: Shadow AI agents often access customer data without security oversight
The article draws on comments from Ankita Gupta of the agent security platform Akto: the problem becomes more serious when employees ask an agent to do work rather than write text.
- News
Oracle introduces five new AI-powered customer experience applications
According to CMSWire, Oracle has rolled out new AI-based applications that cut after-call work time. Gartner predicts that AI agents will resolve 80% of common service issues on their own by 2029.
- Research
74% of consumers had to explain their problem twice to an AI assistant
According to Twilio, most customers say bots save them time. Yet when the bot hands them off to an agent, they still have to explain the same thing from scratch.
- Research
CX leaders will trust AI advisors that show their work in 2027
In 2027 and beyond, customer experience leaders are expected to trust AI advisors that show how they reached a recommendation.
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Great Place To Work: 82% of female employees at organizations on the list rate their experience as positive
Great Place To Work Türkiye compared organizations on the Best Workplaces for Women 2026 list with companies that do not meet the certification standard; gaps also emerged in fairness and recognition.
- News
Forrester: AI agents can't turn grand promises into decisions; customer strategy must be codified as rules
According to a Forrester blog post, goals such as keeping customers happy give an agent no direction; until now, employees have filled that gap with their own judgment.
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Marie Haynes: ChatGPT Delivers Just 0.62% as Many Sessions as Google Organic Search
In the analysis, ChatGPT visitors convert more often, but across the 55 sites that track conversions, Google organic search drives 27 times as many conversions as all large language models combined.
- News
PwC Türkiye: Interest in November discounts rises to 94%; consumers tread carefully by checking price history
In a PwC Türkiye survey of 10,000 consumers in Türkiye and Europe, shoppers vet discounts using price history, comparison sites, and AI assistants.
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BrandRank.AI: AI engines mostly recommend the same four retailers for customer service questions
In BrandRank.AI's test of six engines, four or more engines named the same retailer in 65% of retailer questions; for product questions, the figure was only 31%.
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CMSWire: AI in Contact Centers Is Spreading Faster Than the Rules and Infrastructure to Oversee It
According to a CMSWire INSIGHTS and SuccessKPI survey measuring AI maturity in contact centers, being ready for AI does not mean having rules to oversee agents.
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Forrester: Marketing's new test is maintaining quality while teams create with AI
Based on a Forrester analyst's observations at a conference, the discussion is now shifting from AI training to teams building their own workflows.
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Forrester Predicts Consumers Will Rebel Against Unnoticed Influence in 2027
Forrester pairs this prediction with a survey of its ConsumerVoices community: 68% of participants say the most effective influence is the kind people don't notice.
- Article
What is a customer health score, and how do you build one?
How do you build a customer health score? Start with progress toward the outcome, usage and unresolved problems; separate out missing data, and tie each risk to an owner and an action.
- Article
The differences between NPS, CSAT and CES: When should you use each?
The differences between NPS, CSAT and CES, with calculation examples and use cases. Choose a measure based on the decision you need to make, then interpret the result alongside customer and process records.
- News
Forrester: AppGen platforms now stand out not for speed but for how well they manage what is built
According to Forrester, the evaluation's most important finding is not who the leaders are: enterprises are increasingly relying on these platforms to govern, secure, and operate AI-generated applications and agents.
- News
İş Bankası tests conversational shopping AI agent in İşCep
The bank aims to combine finding products, adding them to the cart, and paying into a single flow. According to İş Bankası Executive Vice President Sezgin Lüle, however, user habits are still taking shape.
- News
Microsoft previews AI tools that run on third-party contact center platforms
According to Microsoft, the service is aimed at organizations that want AI now but are tied to older platforms or partway through long migrations.
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New York proposes rule giving customers stuck with AI bots the right to a human agent
A proposal from the city's Department of Consumer and Worker Protection would treat automated customer service that fails to solve problems as a deceptive trade practice and impose penalties starting at $525 on violators.
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Snap appoints Robert Downey Jr. honorary Chief Customer Experience Officer for SPECS
Known for many major roles including Marvel's Tony Stark, the actor will show people what the see-through glasses can do; Snap did not disclose the terms of the deal.
- News
Gartner unveils its 2027 technology trends, and voice AI makes the list
Gartner analyst Gene Alvarez presented the list at a summit in Orlando; the trend most relevant to customer support is voice AI that understands conversations and makes decisions.
- News
Most customer experience teams report what already happened instead of monitoring customer health
Churn, Net Promoter Score and satisfaction scores reveal a problem weeks or months after it starts.
- News
Quantum Metric: More than half of consumers stop responding to surveys
In an interview, Quantum Metric's general manager of voice of customer argues that long surveys and NPS are failing customers and brands alike.
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Saudi municipality builds a voice assistant that lets older residents handle government business by speaking their dialect
Researchers put the word error rate at about 13% for formal Arabic and an average of around 30% for dialects. The municipality's assistant learned from recordings of the region's own residents.
- Research
Forrester: AI's biggest obstacle in 2027 is the gulf between what executives expect and what employees experience
According to Forrester, executives keep raising their expectations of efficiency gains, while employees take tools that don't quite live up to their promise and apply them to work that isn't yet clearly defined. That gap will widen in 2027.
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Forrester: In 2027, marketing executives will no longer fund AI without scrutiny
82% of US B2C marketing executives expect to make a stronger case to senior leadership for their AI spending.
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CX Network: For 2027, experts recommend investing in AI governance and people rather than new tools
In CX Network's survey, 46% of respondents plan to increase generative AI spending, but the experts in the article recommend devoting next year's budget to the fundamentals.
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Gartner: By 2030, physical AI will support 80% of frontline workers at international companies
These technologies include robots, drones and autonomous vehicles, yet only 31% of frontline workers say their employer provides responsible AI training.
- News
Salesforce agrees to acquire Braze for approximately $5.66 billion in enterprise value
According to Salesforce's announcement, Braze Class A shareholders will receive $47.50 per share in cash; the deal is expected to close in Salesforce's fiscal year 2028.
- News
Zoom unveils shared customer memory for human and AI agents
According to Zoom, every call, chat and virtual agent conversation adds to a single record of the customer; this is the company's own description of its product.
- Research
More than 1 in 3 consumers used AI to shop on Prime Day 2026!
Of those, 56% turned to LLMs to compare prices and 42% to check price history.
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Acxiom: 80% of brands struggle to manage customer experience across multiple platforms
According to Acxiom's survey of 4,000 U.S. and UK consumers and 700 business leaders, the problem is not only technical. Sean Muzzy, Acxiom's global president, traces fragmented data silos to departments pursuing their own efficiency.
- Research
Satisfaction with U.S. federal government services falls after four years of gains
According to the ACSI, customer service took the biggest hit, and complaint handling slipped even as the complaint rate held steady; the steepest decline came at the Small Business Administration, where the workforce shrank by 43%.
- News
Contentsquare revamps its platform to separate AI agent traffic from human shoppers
According to the company's data, AI-referred visits grew 632% in a year, but they make up only 0.2% of traffic.
- News
Gartner: 71% of organizations expect to deploy agentic AI in the next 12 months
Yet only 21% of organizations currently have the governance in place to oversee these systems.
- News
Gartner: Only 13% of CIOs say their organization sees significant value from AI
Meanwhile, more than half of these executives say pressure to deliver cost savings from AI is mounting.
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Five9: 80% of consumers are willing to use AI-powered customer service
Even so, two-thirds prefer to speak with a person, and 83% say they have had to explain their problem all over again, at least sometimes, after being transferred to an agent.
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Gartner: 87% of customers want companies that use generative AI in customer service to also offer access to a human agent
Customer trust is low, too: according to Thales, only 23% of customers trust companies to use AI responsibly with their data.
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Four winners at the UK Customer Experience Awards: Good experience starts with employees
In four case studies from Customer Experience Magazine's coverage of the awards night, Sky UK, Bupa, Legal & General and London Luton Airport credit their success to developing and listening to employees and bringing teams together.
- News
65% of experts on MIT Sloan panel: As AI grows more powerful, the real test will be preserving human judgment
On the panel of more than 50 experts assembled by MIT Sloan Management Review and Boston Consulting Group, 19% disagree with this view and 15% are undecided.
- News
AI agents are shifting marketing operations from building campaigns to overseeing agents
The article draws not on research but on how a chatbot trained on MarTech's own archive answered a question.
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Five9 survey: 92% of consumers give an AI agent fewer than 10 minutes before escalating to a human
In a survey commissioned by Five9, which also sells AI agents, just 46% of consumers rated their most recent AI or chatbot experience positively, the lowest of any channel in the survey.
- News
Forrester sorts brands into four groups by how well they attract new customers and keep them satisfied
Forrester's new report offers a playbook for revenue growth whichever group a brand falls into; the details are available to Forrester clients.
- News
Forrester sets five criteria for what truly counts as an AI agent in marketing
According to Forrester, the concept is becoming blurred as vendors sell more and more tools as "agents"; the firm expects a marketing agent to carry out work on its own, plan to achieve a goal and be able to explain its decisions.
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Leaders believe customers are happy with AI service, but customers disagree
Fast responses alone are not enough, the article argues; for AI to work, it also has to understand the customer's context and inspire trust.
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Leaders think they personalize 62% of experiences; customers feel just 44% are personalized
In Deloitte Digital's survey of 480 leaders and 1,000 consumers, nearly 9 in 10 leaders rate their efforts as good or excellent, compared with 3 in 10 consumers.
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Microsoft makes 30 pre-built CRM skills generally available in Copilot Cowork
The skills draw on data from Dynamics 365's Sales, Customer Service and Customer Insights apps; Cowork consumes credits on top of the user license.
- News
Türkiye's most loved brands announced: new leaders in coffee and fuel
In Ipsos's telephone survey of 2,000 people, a higher share of women than men considered the leading brand indispensable in 14 of 15 categories; in 13 categories, the share among 15–24-year-olds was lower than among those over 45.
- News
Once customers' AI agents step in, choice and checkout slip out of brands' control
Meta's Muse agent reached 2.5 million downloads in its first two weeks. While Amazon shows a warning pop-up, PayPal and Shopify have enabled checkout through Muse; every brand faces the same access decision.
- Research
Talkmobile: More than 10% of Britons have stopped complaining, saying it isn't worth the hassle
Talkmobile's study also shows that automated chatbots deter 25% of people. Only 13% of consumers are willing to use online chat.
- News
AI-delivered service comes across as friendly but scores lower on understanding
In a study that asked 7,001 consumers in seven countries about their recent service experiences, AI-handled interactions scored higher on courtesy than on understanding.
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U.S. millennials and Gen Z are most satisfied with online banks and fintechs for checking accounts
In a survey of more than 23,000 U.S. adults, millennials gave online banks and fintechs an overall satisfaction score of 699 on a 1,000-point scale, versus 672 for national banks.
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Spanish insurer Santalucía prevents 70% of potential complaints
In an interview, Santalucía describes its move from post-journey surveys to real-time, omnichannel listening; a single cancellation-risk alert protects around €200,000 in premiums.
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Türkiye ranks 41st in the world on an index of countries building AI and human skills together
A new index from the learning platform Coursera measures the extent to which learners develop AI skills together with human skills; in Türkiye, enrollments in AI courses rose 29% year over year.
- Research
Two-thirds of organizations have an AI budget, but only 10.8% of agent initiatives are at full scale
Among martech leaders, 40.2% can't show a clear financial contribution from their technology investments. Agents, meanwhile, are on the roadmap at 95.3% of organizations.
- News
AI is answering calls at eHealth; Regal, which sells the agent, says purchase rates are 27% higher than with humans
The figures come from Regal, which provides Alice, the voice agent eHealth uses: the agent answers every call immediately, and 77% of callers' satisfaction ratings are "exceptional."
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Bill Staikos: Customer experience needs a role that doesn't stop at finding problems but owns them until they're solved
Writing in CX Network, Staikos argues that customer experience teams that produce findings and hand recommendations off to other departments will lose value over time.
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Dog Daycare Chain Dogtopia's CEO: AI Assistant Outpaces Teams at Booking Appointments
Speaking on Blake Morgan's The Modern Customer podcast, Dogtopia's CEO explains how the company keeps care personal now that it has grown to more than 270 stores; the figures are the company's own.
- News
Expedia adds free lounge access for delayed flights to its loyalty program and will credit the difference if fares drop
According to Casey Lehman, Expedia Group's vice president of loyalty, the goal is a simpler program that balances instant savings with future travel rewards. The airport lounge benefit is a pilot for now.
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Forrester draws six leadership lessons from 2026 Total Experience honorees Home Depot and CareFirst
The common lesson Forrester draws from the two companies: a customer experience team cannot deliver total experience on its own. Experience depends on decisions made at every level of the organization about employees, technology, operations and measurement.
- News
Forrester: Most customer experience teams neither measure nor manage the five dynamics that shape loyalty
Forrester reached this conclusion by examining 29 customer journeys across 36 UK brands in banking, insurance, telecommunications and utilities. Customers were grouped into four loyalty segments based on their Net Promoter Score (NPS) for the journey and their intention to stay with the brand and buy more.
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Forrester: Being good doesn't keep customers loyal; being better than rivals at what they care about does
Forrester shows this with data from a large bank in its 2025 benchmarking study: easy login, only fourth on customers' list of priorities, still needs improvement because the bank trails its competitors there.
- News
Hayat Kimya tests its products, packaging and ads in its own lab with a model that measures consumer response
The company brought its neuromarketing work, previously run with research agencies, in-house in 2022. According to Consumer and Market Research Director Gönül Altınok, reporting that took 2-3 weeks when outsourced now takes about a week.
- News
HubSpot to lay off nearly 660 employees, rebuild product teams around the outcomes customers want
The cuts at marketing and sales software provider HubSpot amount to about 7% of its workforce. CEO Yamini Rangan says AI efficiencies are not the reason for the decision.
- News
Jason S Bradshaw suggests three steps to carry the excitement of Customer Experience Day into the year-end rush
Three recommendations from Bradshaw, former head of customer experience at Target: ask the people who work directly with customers and fix one problem; go through every step as a real customer would and reduce the friction points; and measure how well promises are kept.
- News
The experience gap between companies and customers hasn't closed in 20 years, and the author says technology isn't the problem
According to the author, the problem isn't technology but the fact that no one is held accountable for the outcome; better tools such as AI won't close the gap on their own.
- News
Walmart says it is reinvesting savings from AI in pricing and customer experience
Speaking at Goldman Sachs' consumer and retail conference, Walmart US head David Guggina put the company's own AI assistant, Sparky, at the center of this shift.
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AI agents that say 'job done' without finishing the job are customer experience's new blind spot
The problem is called "hallucination of action," and it is seen as one of the most pressing issues for customer experience teams expanding their use of AI.
- Research
Alchemer: Nearly 9 in 10 U.S. consumers say AI has hurt their experience with companies
The survey of 2,000 U.S. consumers relies on self-reported data. The two biggest complaints are being unable to reach a person when needed and having to repeat the same information.
- Research
Forrester: Completing a task isn't enough; customers unsure it worked grow less loyal
In Forrester's data, 76% of utility customers who sought help with their bill and said they achieved their goal but were unsure it worked have low loyalty. Among those confident it worked, the very-low-loyalty group accounts for 36%.
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Forrester: Customers are more loyal when an experience ends well or brings a pleasant surprise along the way
Forrester checked customer journey data against the psychological rule that people remember an experience by its most intense moment and its end; the results show the rule holds here too.
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Medallia: Despite AI, only 17% of customers say their experience has improved over the past year
The figures come from Medallia's own State of CX research, whose methodology the company does not disclose. The company's blog post points to its own product, Frontline-Ready AI, as an example of the solution it proposes.
- Research
StratejiCo.: AI assistants mention Garanti BBVA most often among banks and describe Enpara most favorably
StratejiCo., which has developed an AI reputation management model, compared how often each bank is mentioned in answers from ChatGPT, Gemini and Claude, the tone in which it is described, and its overall reputation score. Consumers now ask these assistants about brands, too.
- News
Contentsquare: 23% of consumers say they would switch brands if a site disappoints
In a Contentsquare survey of 2,000 consumers in the US and France, 97% say they would reconsider a purchase if the website experience proved disappointing after AI recommended a product.
- News
Petco simplifies its loyalty program; point redemptions far exceed forecasts
Petco Perks was relaunched at the end of June 2026 to make it easier for customers and employees; sales were nearly flat year over year.
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Forrester: Keeping customers isn't celebrated as much as winning new ones
Only 27% of customer advocacy professionals strongly agree that their company celebrates success in retaining and growing existing customers as much as new customer wins. Yet according to Forrester, B2B companies get an average of 60% of their revenue from existing customers.
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Gartner: 30% of workers laid off because of AI will need to be rehired by 2029
Gartner predicts that, across all industries, 30% of workers laid off because of AI will need to be rehired by 2029, often at a much higher cost.
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ACSI: Corporate profits and customer complaints both hit records
In the U.S., pretax corporate profits and customer complaints are both at record levels. The ACSI index, meanwhile, stood at 76.7 in the first quarter of 2026; according to HomePage News, it fell to 76.1 in the second quarter.
- Research
Antavo: Loyalty programs reporting a positive return see an average 5.3x return
The figure rests solely on self-reports from programs with a positive return. Program managers say they devote 51.5% of their marketing budget to loyalty and CRM.
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Gartner: Returns are unclear for 42% of AI use cases in customer service
Of the 432 use cases Gartner examined, about a quarter delivered a positive return and about a quarter a negative one; returns are unclear for 42% of use cases, and 11% broke even.
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ServiceNow: 50% of customers say lack of empathy is their biggest frustration
While 50% of customers cite a lack of empathy as their biggest frustration, only 23% of executives see it as a priority issue.
- Article
The Customer Opens the App. What Does the Bank Say?
According to Bain's NPS Prism data, banks made the grade on experience but failed on engagement. Türkiye, with its heavy mobile traffic, faces the same question.
- Article
The Right to Talk to a Human: The Cost of Giving Chatbots Responsibility Without Authority
The UK's most established advice organization has sounded the alarm on chatbots. The system may be ready, but what about the customers who aren't ready for it?
- News
Jet2 signs agentic AI deal with Adobe for 10 million myJet2 customers
The UK's largest tour operator has signed a multi-year deal with Adobe aimed at bringing agentic AI to the myJet2 customer experience.
- News
Traffic to US retail sites from AI sources rose 393% in Q1 2026
The growth figure comes from Adobe and compares the quarter with the same period a year earlier. According to NRF and Salesforce data, meanwhile, 45% of online shoppers turn to AI assistants for product discovery, but fewer than 12% say they have completed a transaction from start to finish in a third-party chat interface.
- Article
Macy's Simple Secret: A 10-Point NPS Gain, a Billion-Dollar Result
Macy's invested in the in-store experience, not discounts; NPS rose 10 points and its profit outlook improved. The recipe is startlingly simple.
- Article
Who Ever Says Thank You for Electricity? An Inspiring Success Story
Once again, Samsun has ushered in a new dawn — this time with a CX project!
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Salesforce's Memory, Claude's Mind
The Claudeforce partnership lifts a serious constraint in customer experience. But where that constraint lies varies from one organization to the next.
- Article
We Lead in Decibels, but Where Do We Rank in Experience?
The NFL brought data from 32 teams together in a single orchestration layer, and ticket conversion rose 215%. What does customer journey orchestration mean for Türkiye?
- Article
Autonomy Stops at the Channel's Edge
98% of organizations use AI, but only 15% can turn it into end-to-end resolution. Notes from Talkdesk's 2026 CXA report.
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The Survey Has Expired
The airline that knew my flight dates acted as if it had no idea when my vacation ended; the voice of the customer was shut out.
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Arizona Iced Tea's 33-Year CX Lesson
What a 99-cent can and its 33-year promise teach brands in Türkiye, and the most important question we need to answer.
- Article
Employees Shift Into High Gear While the Organization Keeps the Parking Brake On
Microsoft heard from 20,000 workers: what really holds AI back is the organization, not the individual — here's my take on the findings for CX teams in Türkiye.
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When Money Gets Tight, Loyalty Takes Center Stage
New LoyaltyLion research based on a survey of 4,000 consumers shows why interest in joining loyalty programs grows as the economy gets tougher.
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There Are Now Two Travelers on the Customer Journey
On Gartner's 2026 agenda, the customer journey splits in two: one traveler is human, the other is AI. Here I unpack its three priorities for Türkiye.
- Article
Customer Patience Lasts Three Minutes, but Automation Is Still Checking Its Watch
One in three consumers has literally yelled at automation. I looked at what Parloa's new index means for brands in Türkiye.
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Everyone Is Chasing Agentic AI, but Only a Handful Are Catching Up
Forrester's 2026 report: three-quarters of organizations are adopting autonomous AI, but very few are putting it into production. My take on what it means for brands in Türkiye.
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The World Cup's Invisible Squad
FIFA has entrusted its World Cup operation to Salesforce's Slack and Agentforce platforms. I look at agentic AI's most public test yet and what it means for CX teams in Türkiye.
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The Hidden Root of Customer Experience: 10 Steps for Companies That Want to Focus on Employee Experience
Employee engagement has hit rock bottom. Yet the formula for customer loyalty hasn't changed: Everything starts with an engaged employee.
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How to Build a Customer Experience Organization from Scratch: 10 Steps to a Successful Structure
Forrester’s 2025 Global Customer Experience Index shows CX quality in North America has fallen to its lowest level ever; the author traces the cause not to the budget but to the org chart, and lays out ten steps for building a CX structure from scratch.
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A Premium Product Is Not a Premium Experience: Starbucks' "$9" Lesson
The reality behind Niccol's "$9 premium experience" remark: the difference between a premium product and a premium experience, and a pricing lesson for Turkish brands in a time of inflation.
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Customer Experience in the Endurance Economy: Fairness First, Then Sparkle
In the endurance economy, customers look first for fairness, certainty and control; status and enjoyment come later. Here's my take on what Ipsos Canada's approach means for brands in Türkiye.
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Will Half of All Customer Service Jobs Be Gone by 2030?
Forrester says 49% of customer service jobs will disappear because of AI. But the real issue isn't how many people will go; it's what the rest will do.
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AI, Data and Trust: The New CX Infrastructure for SMBs
For SMBs, AI creates real CX value only when it is combined with data and trust.
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More Tools, Worse Experience: How Is Technology Fatigue Hurting CX at SMBs?
Using lots of tools doesn’t mean delivering a good customer experience.
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The New Rule of SMB Growth: Customer Experience First
Salesforce’s SMB Trends report shows why growing SMBs put customer experience ahead of winning new customers.
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Customer Experience Starts on the Factory Floor
Unless factory data is tied to decisions on the floor, customer experience won’t be transformed.
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Duolingo Chose a Better Experience to Drive Growth
In its 2026 growth strategy, Duolingo chose to improve the free user experience rather than step up ad and subscription pressure.
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Forrester Names the 10 Emerging Technologies of 2026
AI is no longer confined to chat screens; it is taking new shape across customer journeys, the physical world, shopping, software development, security and invisible infrastructure.
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Microsoft Dynamics 365 and the New Era of CX: CRM Becomes the Memory Behind Customer Experience
CRM is no longer just a system for storing customer data; it is becoming the memory behind customer experience, bringing together the sales, service, contact center and AI layers.
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Customer Experience in Insurance: Brands Lose When They Fail to Inspire Trust at Claim Time
Insurance customers don't really judge a brand when they buy a policy; they judge it during claims, pre-authorizations and moments of uncertainty.
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In Automotive, CX Is Won After the Sale, Not During It
Vehicle delivery isn't the end of the relationship; it's day one for service, warranty, software, spare parts and dealer consistency.
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A New Era in the Travel Experience: Customers Punish a Bumpy Journey, Not Expensive Service
The travel experience is made up of dozens of small touchpoints; a delayed suitcase or a small problem left unresolved at the front desk can change the tone of the entire experience.
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In Retail, Customer Loyalty Is Won Through Consistency, Not Promotions
Price brings customers into the store; product availability, speed, easy checkout and hassle-free returns keep them with the brand.
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A CX Wake-Up Call for Banking: Going Digital Isn't Enough; Customers Still Want Banks They Can Trust
Türkiye's banks are digitally strong, but the real difference comes down to the confidence they inspire when a customer runs into a problem.
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2026's New Rule in Customer Experience: Effortlessness, Not Loyalty, Wins
QuestionPro's Q1 2026 benchmark report shows that customers are now looking not just for loyalty but for an effortless experience.
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The CX Report Card for AI Platforms: Gemini Leads, but the Real Race Is for Trust
Gemini leads on satisfaction in ACSI’s 2026 AI Platforms Study, but the scores are very close; from a CX standpoint, the real race is for trust.
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The Strategic Chasm: Executives' Blind Spots and Seamless Transformation (Part 3)
With 80% of executives seeing customer experience as a growth engine, why does only one in five organizations have a real roadmap? Cracking the code of transformation with the Capgemini report.
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The Algorithm of the Human Touch: The Trust Paradox and the Front Line (Part 2)
While 80% of consumers worry about data security, companies are deaf to their outcry. Drawing on Capgemini's 2026 report, we examine how humans and AI work together in customer experience.
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Human-Led, AI-Powered Transformation (Part 1): The Age of Agents and Consumer Reality
According to Capgemini's recent report, 38% of consumers trust AI agents enough to hand over their routine shopping and payments. Explore the agentic AI revolution through an expert's eyes.
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AI That Takes Action in Customer Experience: Oracle's Agentic Move and the Competition
I took an expert look at the Fusion Agentic Applications platform Oracle announced on April 9, 2026, the rivalry with Salesforce Agentforce and what this shift means for the world of customer experience.
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The Cost of the Employee Experience Crisis: 20% Engagement and a $10 Trillion Loss
In light of the latest 2026 data from Gallup and Deloitte, discover how to reverse the steady decline in employee motivation and overcome the leadership crisis in the age of technology.
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The Missing Link in the Age of AI: Motivation and Leadership in Workforce Transformation
Drawing on the latest research from PwC and McKinsey, this analysis explores why employee motivation and people-centered leadership are critical to AI-enabled workforce transformation.
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From Invisible Crisis to Customer Loyalty: How Employee Financial Wellness Shapes Customer Experience
I took a deep dive into the results of the PwC 2026 Employee Financial Wellness Survey: discover the strong link between EX and CX and how financial stress affects business results.
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Is Your Maturity Standing Still While Technology Levels Up? An Analysis of the 2026 Türkiye Digital and AI Maturity Report
Digitopia's 2026 Türkiye Digital and AI Maturity Report is out. Are companies' technology investments paying off in customer experience and business value?
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Why Is It Risky to Tie Customer Experience Metrics to Employee Bonuses?
Why is it dangerous to link customer experience metrics to employee bonuses? Survey pressure in the auto industry, Goodhart’s Law and a healthier model for measuring CX.
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Why What the World Calls Innovation Feels Ordinary to Us: The Hidden Strength of Turkish Banking
Using slow banking transactions in Canada as a starting point, we examine Türkiye's edge in financial services and why we should compete more on the international stage.
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USA Today - The Best Loyalty Programs of 2026
USA Today's study of the best loyalty programs of 2026 is an ideal resource for professionals in Türkiye. Discover the strategies of global giants.
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83% Believe in AI, 6% Can Use It: The 2026 Retail Report and Türkiye
The 2026 Connected Retail Experience Study, prepared by Incisiv in collaboration with Verizon Business and Cisco, puts numbers on the gulf separating retail's personalization and AI goals from the operational reality on the ground.
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The Customer Experience Revolution in Utilities: How a KPMG Publication Prompts a Rethink of the Sector
Insights from the "Understanding the Energy Transition" event with experts from BP, Yorkshire Water and KPMG
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Starbucks' New Bonus System: The 'Training the Customer' Trap in Customer Experience
The latest step in the Back to Starbucks transformation makes employees partners in the company's success. That's the right direction. But tying bonuses to customer scores brings CX's most insidious trap right to the doorstep: "training the customer."
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Waking Up From the Digital Delusion: The Power of People in Retail
The retail world has spent the past decade investing in self-checkouts, chatbots and automation. Yet the data shows that physical retail's real trump card is not technology stacks but skilled store employees.
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A Silent Threat in Broadband: How to Manage Customer Churn When Subscribers Can Switch Instantly
With fixed broadband about to enter a new era of seamless switching via e-Devlet, the days of using last-minute offers to win back customers who have decided to cancel are officially coming to an end. As the industry's cumbersome "retention desks" fade into history, the new rule of competition will be proactive experience design that resolves issues before customers even notice them.
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The Collapse of the Search Box: The Era of Autonomous Commerce and AI Shopping
Worn out by price chaos across marketplaces, consumers are abandoning the ordeal of hunting for products and handing their shopping over to AI assistants. Research from NIQ and Kearney reveals what awaits brands in this era of autonomous commerce.
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"Would You Like a Bed in Economy for Just a Little Extra?" United Airlines Offers Flyers a Big New Option
Being able to sleep in economy class is no longer a game of chance; it is becoming a customer experience standard designed end to end.
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Why Do Employees and Customers Speak Different Languages? An Analysis of the Ipsos 2026 Report
Businesses are pouring billions of dollars into technology, and there's no shortage of presentations outlining corporate visions. Yet at the end of the day, these massive investments slam into the invisible walls between departments and shatter.
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The AI Letdown in Customer Service: Why Consumers Are Still Looking for a Human
A Pega and YouGov survey of more than 4,700 consumers shows they are angry not at the technology itself but at how brands use AI.
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How to Calculate ROI on Customer Experience Investments: Strategic Ways to Win Over Senior Leadership
Walking into a board meeting armed only with the argument that "our customers love us" is like offering nothing but your good intentions as collateral for a business loan. Unfortunately, neither one puts cash in the register.
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Could Your Brand's Infatuation with AI Be Driving Your Customers Away?
Imagine that a robot barista has just arrived in your neighborhood — very sleek, ultramodern and able to whip up anything in seconds. At first, everyone lines up to see the shiny new toy. But after a while, you go back to the old corner coffee shop, where you can tell someone what's on your mind and they listen, asking how you've been while making your coffee exactly the way you like it. After all, technology may deliver speed, but people, by nature, will always pay for trust and authenticity.
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Aiming for the Top in Customer Experience Awards: 5 Strategies for a Winning Entry
Bringing customer experience projects to life takes great dedication and a big budget. But putting that project before the jury of a prestigious competition (on a global stage such as the International CX Awards) and emerging as the "winner" calls for storytelling skills very different from those needed to succeed in the field.
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ICXA 2026 Entries Are Open: The 3 Critical Mistakes CX Competition Entrants Make Most Often
Entries for ICXA 2026 are now open. A jury chair who has read hundreds of submissions explains the 3 most common mistakes in CX competitions and the secret that makes winners stand out. Read this before you enter.
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All Quiet on the CX Front: 2026 CX Trends and the Perception Gap
According to Medallia's report, the perception gap between brands and customers remains alarmingly wide.
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What Do the 2026 Employee Trends Tell Us?
We are living through a time when technology, digital transformation and AI are shaking the way we do business to its core. Everyone has the same question on their mind: How can we make the value we deliver to customers more memorable, more seamless and more profitable?
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The AI Era in Sports Technology: A Next-Generation Fan Experience From MLB and Adobe
As of March 2026, MLB has expanded its partnership with Adobe and is redefining the digital fan experience with generative AI tools. So when will Türkiye's biggest clubs get their turn?
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Gartner: “How Do We Explain AI Investments to the Board?”
Every C-level executive who speaks publicly these days says AI is the most important force that will change the course of business. But when it comes to explaining to the board what we gain from this technology, most of us get stuck.
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Racing Returns to Istanbul, and F1 Returns to Fans' Hearts
The news that Formula 1 will return to Istanbul Park in 2027 has all of us very excited. Watching the pinnacle of motorsport on home soil and breathing in that incredible atmosphere again is going to be wonderful.
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Target Commits $1 Billion to Experience
With thousands of stores and billions of dollars in revenue, Target is one of the largest retail chains in the United States and a cornerstone of American consumer culture. What most sets it apart from its giant rivals is that it goes beyond the standard hypermarket formula to give customers a more refined, design-driven and enjoyable shopping experience.
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AI Is Closing the Book on the "Pilot" Era: The Shift to Real Workflows Has Begun
These days, it seems nothing can be said about business without mentioning AI. It's clear this is no passing buzzword but a concept that is disruptive in the fullest sense, yet also a force for renewal. Factor in AI's incredible pace of development, and the FOMO is bigger than ever.
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Bridging the AI Divide in Customer Service and Building Trust
In customer service, we are seeing a huge and ever-widening divide between leading companies and laggards when it comes to adopting AI.
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2026 Adobe AI and Digital Trends Report
We are living through a period in which customer experience has gone from being merely a matter of technology infrastructure to an entirely strategic battle for survival. In an ever-evolving technology landscape, quickly grasping new approaches is no longer optional; it has become essential to protecting and growing market share.
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The New Loyalty Playbook: The Habit Loop and the Future of Experience
The concept of customer loyalty is undergoing a fundamental evolution, moving far beyond traditional rewards systems.
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The AI Wave and the Future of Customer Service: A Focus on Cost or a Sustainable Experience?
The AI revolution is bringing many fundamental changes to the business world, along with a host of uncertainties. But behind this fog lies one crystal-clear truth: the need for human staff in customer service operations is shrinking fast.
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Lost Momentum and the Coming Storm
A serious storm is looming on the horizon for customer experience.
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T-Mobile’s NPS-Centered Transformation
In telecom, the dance follows the same rules almost everywhere: either you own the best network and charge customers a premium, or you offer affordable prices and let quality and experience slip a little. In an industry where this dance is largely the norm, T-Mobile US is shattering that law of physics altogether.
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Humanity's Triumph in the Age of AI: Striking Truths From the 2026 Customer Experience Report
Shep Hyken, one of the most respected names in customer experience, has released the 2026 State of Customer Service and Experience Report. This comprehensive study of more than two thousand American consumers shows that, even in an age of AI and automation, human-centered service remains the most decisive factor.
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Customer Focus Drove Record Revenue at Lyft
New strategies are constantly being debated in the world of customer experience, but certain core principles rarely lose their validity. The simplest way to sustain profitability and achieve steady growth in tough economic conditions is to focus all your attention squarely on the customer.
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The President on the Line: Burger King's Bold Move on Customer Experience
The most direct way to improve the customer experience is to hear the voice of the customer, unfiltered. Tom Curtis, president of Burger King US and Canada, recently took a strikingly bold step on that front.
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You Think You Have a Loyalty Program, but Could Your Customers Be Quietly Walking Away?
On the other side of the coin — the customer’s side — things aren’t so rosy. In fact, there is a huge perception gap that brands are ignoring. We say we’re great; customers say “meh.”
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The "Invisible" Revolution on New York Runways: Luxury Now Lies in the Flow, Not the Fabric
Dazzling lights, world-famous models walking the runway and editors jostling for a front-row seat... From the outside, fashion weeks look like a flawless show, but behind the scenes they are usually a chaotic battlefield. Or at least, they used to be.
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The "Michelin" Star Era of Voice Assistants
In the world of customer service, we've spent years trying to strike a delicate balance: empathy or speed? But one thing is certain: the frustration level of a customer lost in an IVR maze can rival that of Gordon Ramsay spotting a burnt risotto.
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This Time, AI Is Carrying the Olympic Torch
The 2026 Milan-Cortina Winter Olympics opened on February 6 with a ceremony in Italy! Think of the enormous crowd you see when you turn on the TV, the thousands of athletes and the millions of viewers. Now pull the camera back a little and picture the massive chaos in the background: "Where's the shuttle?" "My ticket won't load." "Which gate do I use?" "There's an emergency!" Not so far-fetched, is it?
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Chipotle's Loyalty Lifeline: Can "Points" Save a Sinking Ship?
Winter is proving harsh for Chipotle, the restaurant giant that is especially popular in North America and also operates in markets such as the United Kingdom, France, Germany and the Middle East. After years at the top on the strength of its "healthier, fresher" promise, the brand has lately seen serious erosion in both its share price and its restaurant traffic.
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Saying "Count Me In" on the Global Stage: The 2026 CX Awards Calendar and a Strategic Roadmap
With their operational muscle, Turkish companies go head-to-head with the world's giants, but when it comes to packaging their story, they hold back. Five international CX competitions that should be on your radar in 2026, and three tips from the judge's chair.
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With AI, Customer Service Is Now a Revenue Center
On our desk is Intercom's "The 2026 Customer Service Transformation Report," published just 1 week ago. It contains some very important findings on how companies are using AI.
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Bain & Company Warns: Digital Experience May Be Where Loyalty "Ends," Not Where It "Begins"
We live in a ruthless age in which customer loyalty takes years to build and only seconds to lose. A sales associate's smile in the store no longer makes up for a "404 Error" in your app.
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Saying "Hello [Name]" Isn't Enough: Time to Wake Up From the Personalization Illusion
For more than a decade, our industry has been talking about the same promise: "The right message, to the right person, at the right time." We made multimillion-dollar CRM investments, built data warehouses and designed automation flows. We patted ourselves on the back and said, "We've cracked this." But is that really the case?
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According to Gartner, the ‘Let AI Do Everything and Cut Costs’ Era Is Ending
We all know the magic phrase that has echoed through our meeting rooms for the past two years: "Let's have AI do everything and cut our operating costs." According to Gartner's report, that era may be nearing its end.
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We Won the "Interface" War in Package Tracking. What About the "Intelligence" War?
The package-tracking feature FedEx announced this week goes beyond the familiar shipping notification. Let's take a closer look at the details of this AI-powered feature and how it could be adapted for the Turkish market.
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Starbucks' Big Comeback
We're living through one of those rare moments when the worlds of finance and customer experience look at the same picture and see two completely opposite stories. Let's take a closer look at the strategy Starbucks calls its "Comeback."
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A New Era in Returns: Customers Now Want Speed, Not Small Talk
Returns season, the busiest and most stressful period in retail, is in fact a critical juncture for brands, where loyalty is put to the test. A report published by Ada Research offers interesting data on the link between returns processes and customer loyalty.
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SMS Isn't Dead; It Just Got "Smarter"
When we talk with brands in Türkiye about mobile communication, I usually run into this bias: "Our customers are tired of getting SMS messages; let's not bother them any further." The data, however, reveals an entirely different reality.
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"Tailoring" Makes a Comeback in the Age of AI: Levi's Launches "Wear Longer"
We are looking at a great example that validates a thesis we in the customer experience world have championed for years: the experience doesn't end at the moment of purchase; it continues throughout the product's life cycle. Levi Strauss & Co.'s "Wear Longer Project," announced on January 14, 2026, redefines that very post-purchase experience.
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Metrigy 2025 Report Analysis: How Leaders Stand Out With AI and Proactive Communication
In the world of customer experience, technology has evolved from what was long a "nice-to-have" into the "heart" of operations. The report published by Metrigy signals that this transformation is complete.
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Amazon's New AI Health Assistant: 4 Key Features That Are Fundamentally Changing the Patient Experience
Have you ever felt lost trying to make sense of a complicated lab result, or struggling to explain those results to a doctor who isn't your usual one? Amazon's One Medical service aims to put an end to this fragmentation.
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The ServiceNow-OpenAI Partnership: A Blueprint for the Future of Enterprise AI
In the tech world, we wake up to fresh AI headlines almost every day. The ServiceNow-OpenAI collaboration announced yesterday signals something more than a partnership.
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How Is Agentic AI Changing Home Improvement? The Home Depot and Google Cloud Launch a Partnership
The classic problems that have dogged home improvement for years look set to end with the "agentic AI" applications Home Depot and Google are launching together.
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"Search" Is Dead, Long Live "Discovery": How Walmart and Google Are Redefining CX
The partnership between Walmart and Google looks like one of the first signals of a shopping experience customized with AI.
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A New Era in Customer Experience: Shopping Is No Longer a Passive Act
Having to give the same information over and over while switching between channels such as a website, a mobile app and a call center... It's one of the frustrations we so often cause customers, isn't it?
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Amazon Is Returning to Physical Retail (Again)!
Amazon is no stranger to physical retail. It has made countless forays into the space. Now it's adding another.
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The Apple & Google Partnership and the Future of Siri: What Does Apple's Strategic Shift Mean for the User Experience?
Apple is sitting down with its longtime rival Google to bolster its AI vision for the future and the eagerly awaited overhaul of Siri.
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The Wall Diplomatic Crises Couldn't Breach: Customer Loyalty
Before I moved to Canada, I used to hold up two giants as examples for the students in my Customer Experience Management courses at Istanbul Kültür University: Amazon and Costco. Using very different strategies, each became a customer experience legend with few equals.
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The “Is Someone in the Kitchen?” Slogan Comes to Life: Your Fridge Is Now Your Home’s “Operations Manager”
Samsung’s “Home Companion” vision, unveiled at CES 2026, looks set to take the role of home appliances in our lives to the next level.
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The New Rule of Customer Loyalty in 2026: Be "Fair," Not Just Cheap
Is being cheap enough on its own to win your customers' trust and loyalty? And if the price of your product or service keeps changing because of inflation, does that put your brand in danger?
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AI in Customer Operations: Big Promises, Low Returns. Why?
The potential of artificial intelligence (AI) to improve customer operations is no longer up for debate; it is a fact. But turning that potential into real gains has become a far tougher process than we thought.
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A New Era in Experience Design: LEGO "Smart Play" and the Phygital Revolution
The "Smart Play" system LEGO unveiled at CES 2026 represents a paradigm shift not only in the world of toys but in the customer experience ecosystem as well.
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Türkiye's 94.49% ChatGPT Record and What It Means for CX
According to data released in January 2026, in Türkiye 94.49% of the traffic that AI chatbots refer to websites comes from ChatGPT, the highest share of any country in the world.
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What's the Way to the Turkish Customer's Heart? 4 Surprising Truths from the KPMG Report
Business in Türkiye is truly caught "between a rock and a hard place" right now. On one side, a dizzying technological revolution (courtesy of AI); on the other, stubborn inflation that is wreaking havoc on wallets and plans. In this stormy climate, winning customer loyalty is harder than ever, and every bit as vital.
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Qualtrics 2026 CX Report: "Silent Churn" in Customer Experience and AI's Trust Test
Today at the CX Bulletin editorial desk, we're reviewing one of the most comprehensive studies in customer experience: the Qualtrics "2026 Consumer Experience Trends" report.
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A Paradigm Shift in Digital Strategy: Conviva's 2026 "Agentic Era" Predictions
We've summarized Conviva's comprehensive 2026 outlook in 5 critical points for CX Bulletin readers.
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The Era of Conventional Thinking in CX Is Over: “Fast Forward” to the Future with TTEC’s 2026 Predictions
We are in a crunch: customer satisfaction has fallen to its lowest levels in 12 years, and 95% of generative AI pilot projects have yet to deliver a measurable return.
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Zendesk 2026 CX Trends: New Rules of Competition With Contextual Intelligence
According to Zendesk's report, the AI advances of 2025 will continue in 2026 with contextual intelligence. Let's explore what to expect together.
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Netflix House: A Giant Leap from the Digital Screen to the Physical World
Until now, Netflix has always been a guest in our homes. With Netflix House, Netflix’s new experience center, that relationship takes on a new dimension.
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Starbucks Challenges Its Rivals With Experiences That Have "Soul"
Starbucks' clear stance on the roles of technology and human connection in customer experience offers valuable strategic clarity that other brands would do well to learn from.
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Gartner's 2026 Trends: Technology Is No Longer Just a Job for "IT"
Only a few days remain until 2026. Gartner's latest report shows that technology has gone from being a tool that makes our work easier to being the work itself. "Architect," "Synthesist" and "Vanguard"... These three concepts will be a fixture on our strategy agendas for the next 5 years. So where does the CX world fit in this picture? The answers are below.
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Turkish Airlines and Samsung Usher In a New Era of Baggage Tracking: A 700-Million-Device Network in Your Pocket
The unmatched peace of mind that comes from knowing your suitcase's whereabouts is now just a tap away.
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The Surprising ChatGPT Feature That Will Radically Change Your Shopping Habits
We've all experienced the familiar frustration that comes with modern online shopping. Endless options, the difficulty of comparing them and the occasional wrong purchase. ChatGPT's new feature aims to change all that.
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Expedia's AI Transformation: AI in Customer Service and Personalized Experiences
Expedia is redesigning the customer experience from the ground up by integrating AI everywhere from call center automation to marketing.
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Forrester’s 2026 Customer Experience Predictions: 5 Critical Trends for CX Leaders
The future is closer than you think! 🚀 According to Forrester, the rules of the CX game are changing in 2026. Here are the 5 critical trends that belong on every leader’s agenda.
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Wyndham AI and the Quiet Revolution in Hospitality: 25% Faster Customer Service
AI-powered service is creating an entirely new competitive arena in the hospitality industry. Wyndham’s investment in agentic AI is upending conventional wisdom on speed, revenue and customer experience.
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The Era of Conversational Shopping Begins With ChatGPT
OpenAI and PayPal are bringing digital shopping into text-based chat.
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