Articles
2026
October
- 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.
- 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.
September
- 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.
- The Right to Talk to a Human: The Cost of Giving Chatbots Responsibility Without AuthorityThe 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?
- Macy's Simple Secret: A 10-Point NPS Gain, a Billion-Dollar ResultMacy's invested in the in-store experience, not discounts; NPS rose 10 points and its profit outlook improved. The recipe is startlingly simple.
- Who Ever Says Thank You for Electricity? An Inspiring Success StoryOnce again, Samsun has ushered in a new dawn — this time with a CX project!
- Salesforce's Memory, Claude's MindThe Claudeforce partnership lifts a serious constraint in customer experience. But where that constraint lies varies from one organization to the next.
- 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?
August
- Autonomy Stops at the Channel's Edge98% of organizations use AI, but only 15% can turn it into end-to-end resolution. Notes from Talkdesk's 2026 CXA report.
- The Survey Has ExpiredThe 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.
July
- Arizona Iced Tea's 33-Year CX LessonWhat a 99-cent can and its 33-year promise teach brands in Türkiye, and the most important question we need to answer.
- Employees Shift Into High Gear While the Organization Keeps the Parking Brake OnMicrosoft 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.
- When Money Gets Tight, Loyalty Takes Center StageNew LoyaltyLion research based on a survey of 4,000 consumers shows why interest in joining loyalty programs grows as the economy gets tougher.
- There Are Now Two Travelers on the Customer JourneyOn 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.
June
- Customer Patience Lasts Three Minutes, but Automation Is Still Checking Its WatchOne in three consumers has literally yelled at automation. I looked at what Parloa's new index means for brands in Türkiye.
- Everyone Is Chasing Agentic AI, but Only a Handful Are Catching UpForrester'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.
- The World Cup's Invisible SquadFIFA 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.
- The Hidden Root of Customer Experience: 10 Steps for Companies That Want to Focus on Employee ExperienceEmployee engagement has hit rock bottom. Yet the formula for customer loyalty hasn't changed: Everything starts with an engaged employee.
- How to Build a Customer Experience Organization from Scratch: 10 Steps to a Successful StructureForrester’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.
- A Premium Product Is Not a Premium Experience: Starbucks' "$9" LessonThe 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.
- Customer Experience in the Endurance Economy: Fairness First, Then SparkleIn 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.
- 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.
May
- AI, Data and Trust: The New CX Infrastructure for SMBsFor SMBs, AI creates real CX value only when it is combined with data and trust.
- More Tools, Worse Experience: How Is Technology Fatigue Hurting CX at SMBs?Using lots of tools doesn’t mean delivering a good customer experience.
- The New Rule of SMB Growth: Customer Experience FirstSalesforce’s SMB Trends report shows why growing SMBs put customer experience ahead of winning new customers.
- Customer Experience Starts on the Factory FloorUnless factory data is tied to decisions on the floor, customer experience won’t be transformed.
- Duolingo Chose a Better Experience to Drive GrowthIn its 2026 growth strategy, Duolingo chose to improve the free user experience rather than step up ad and subscription pressure.
- Forrester Names the 10 Emerging Technologies of 2026AI 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.
- Microsoft Dynamics 365 and the New Era of CX: CRM Becomes the Memory Behind Customer ExperienceCRM 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.
- Customer Experience in Insurance: Brands Lose When They Fail to Inspire Trust at Claim TimeInsurance customers don't really judge a brand when they buy a policy; they judge it during claims, pre-authorizations and moments of uncertainty.
- In Automotive, CX Is Won After the Sale, Not During ItVehicle delivery isn't the end of the relationship; it's day one for service, warranty, software, spare parts and dealer consistency.
April
- A New Era in the Travel Experience: Customers Punish a Bumpy Journey, Not Expensive ServiceThe 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.
- In Retail, Customer Loyalty Is Won Through Consistency, Not PromotionsPrice brings customers into the store; product availability, speed, easy checkout and hassle-free returns keep them with the brand.
- A CX Wake-Up Call for Banking: Going Digital Isn't Enough; Customers Still Want Banks They Can TrustTürkiye's banks are digitally strong, but the real difference comes down to the confidence they inspire when a customer runs into a problem.
- 2026's New Rule in Customer Experience: Effortlessness, Not Loyalty, WinsQuestionPro's Q1 2026 benchmark report shows that customers are now looking not just for loyalty but for an effortless experience.
- The CX Report Card for AI Platforms: Gemini Leads, but the Real Race Is for TrustGemini 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.
- 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.
- 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.
- Human-Led, AI-Powered Transformation (Part 1): The Age of Agents and Consumer RealityAccording 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.
- AI That Takes Action in Customer Experience: Oracle's Agentic Move and the CompetitionI 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.
- The Cost of the Employee Experience Crisis: 20% Engagement and a $10 Trillion LossIn 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.
- The Missing Link in the Age of AI: Motivation and Leadership in Workforce TransformationDrawing 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.
- From Invisible Crisis to Customer Loyalty: How Employee Financial Wellness Shapes Customer ExperienceI 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.
- Is Your Maturity Standing Still While Technology Levels Up? An Analysis of the 2026 Türkiye Digital and AI Maturity ReportDigitopia's 2026 Türkiye Digital and AI Maturity Report is out. Are companies' technology investments paying off in customer experience and business value?
- 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.
- Why What the World Calls Innovation Feels Ordinary to Us: The Hidden Strength of Turkish BankingUsing 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.
- USA Today - The Best Loyalty Programs of 2026USA Today's study of the best loyalty programs of 2026 is an ideal resource for professionals in Türkiye. Discover the strategies of global giants.
- 83% Believe in AI, 6% Can Use It: The 2026 Retail Report and TürkiyeThe 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.
- The Customer Experience Revolution in Utilities: How a KPMG Publication Prompts a Rethink of the SectorInsights from the "Understanding the Energy Transition" event with experts from BP, Yorkshire Water and KPMG
- Starbucks' New Bonus System: The 'Training the Customer' Trap in Customer ExperienceThe 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."
- Waking Up From the Digital Delusion: The Power of People in RetailThe 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.
March
- A Silent Threat in Broadband: How to Manage Customer Churn When Subscribers Can Switch InstantlyWith 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.
- The Collapse of the Search Box: The Era of Autonomous Commerce and AI ShoppingWorn 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.
- "Would You Like a Bed in Economy for Just a Little Extra?" United Airlines Offers Flyers a Big New OptionBeing able to sleep in economy class is no longer a game of chance; it is becoming a customer experience standard designed end to end.
- Why Do Employees and Customers Speak Different Languages? An Analysis of the Ipsos 2026 ReportBusinesses 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.
- The AI Letdown in Customer Service: Why Consumers Are Still Looking for a HumanA 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.
- How to Calculate ROI on Customer Experience Investments: Strategic Ways to Win Over Senior LeadershipWalking 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.
- 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.
- Aiming for the Top in Customer Experience Awards: 5 Strategies for a Winning EntryBringing 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.
- ICXA 2026 Entries Are Open: The 3 Critical Mistakes CX Competition Entrants Make Most OftenEntries 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.
- All Quiet on the CX Front: 2026 CX Trends and the Perception GapAccording to Medallia's report, the perception gap between brands and customers remains alarmingly wide.
- 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?
- The AI Era in Sports Technology: A Next-Generation Fan Experience From MLB and AdobeAs 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?
- 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.
- Racing Returns to Istanbul, and F1 Returns to Fans' HeartsThe 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.
- Target Commits $1 Billion to ExperienceWith 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.
- AI Is Closing the Book on the "Pilot" Era: The Shift to Real Workflows Has BegunThese 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.
February
- Bridging the AI Divide in Customer Service and Building TrustIn customer service, we are seeing a huge and ever-widening divide between leading companies and laggards when it comes to adopting AI.
- 2026 Adobe AI and Digital Trends ReportWe 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.
- The New Loyalty Playbook: The Habit Loop and the Future of ExperienceThe concept of customer loyalty is undergoing a fundamental evolution, moving far beyond traditional rewards systems.
- 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.
- Lost Momentum and the Coming StormA serious storm is looming on the horizon for customer experience.
- T-Mobile’s NPS-Centered TransformationIn 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.
- Humanity's Triumph in the Age of AI: Striking Truths From the 2026 Customer Experience ReportShep 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.
- Customer Focus Drove Record Revenue at LyftNew 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.
- The President on the Line: Burger King's Bold Move on Customer ExperienceThe 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.
- 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.”
- The "Invisible" Revolution on New York Runways: Luxury Now Lies in the Flow, Not the FabricDazzling 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.
- The "Michelin" Star Era of Voice AssistantsIn 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.
- This Time, AI Is Carrying the Olympic TorchThe 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?
- 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.
- Saying "Count Me In" on the Global Stage: The 2026 CX Awards Calendar and a Strategic RoadmapWith 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.
- With AI, Customer Service Is Now a Revenue CenterOn 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.
- 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.
- Saying "Hello [Name]" Isn't Enough: Time to Wake Up From the Personalization IllusionFor 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?
- According to Gartner, the ‘Let AI Do Everything and Cut Costs’ Era Is EndingWe 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.
- 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.
- Starbucks' Big ComebackWe'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."
January
- A New Era in Returns: Customers Now Want Speed, Not Small TalkReturns 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.
- 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.
- "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.
- Metrigy 2025 Report Analysis: How Leaders Stand Out With AI and Proactive CommunicationIn 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.
- Amazon's New AI Health Assistant: 4 Key Features That Are Fundamentally Changing the Patient ExperienceHave 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.
- The ServiceNow-OpenAI Partnership: A Blueprint for the Future of Enterprise AIIn 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.
- How Is Agentic AI Changing Home Improvement? The Home Depot and Google Cloud Launch a PartnershipThe 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.
- "Search" Is Dead, Long Live "Discovery": How Walmart and Google Are Redefining CXThe partnership between Walmart and Google looks like one of the first signals of a shopping experience customized with AI.
- A New Era in Customer Experience: Shopping Is No Longer a Passive ActHaving 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?
- 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.
- 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.
- The Wall Diplomatic Crises Couldn't Breach: Customer LoyaltyBefore 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.
- 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.
- The New Rule of Customer Loyalty in 2026: Be "Fair," Not Just CheapIs 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?
- 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.
- A New Era in Experience Design: LEGO "Smart Play" and the Phygital RevolutionThe "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.
- Türkiye's 94.49% ChatGPT Record and What It Means for CXAccording 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.
- What's the Way to the Turkish Customer's Heart? 4 Surprising Truths from the KPMG ReportBusiness 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.
2025
December
- Qualtrics 2026 CX Report: "Silent Churn" in Customer Experience and AI's Trust TestToday 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.
- A Paradigm Shift in Digital Strategy: Conviva's 2026 "Agentic Era" PredictionsWe've summarized Conviva's comprehensive 2026 outlook in 5 critical points for CX Bulletin readers.
- The Era of Conventional Thinking in CX Is Over: “Fast Forward” to the Future with TTEC’s 2026 PredictionsWe 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.
- Zendesk 2026 CX Trends: New Rules of Competition With Contextual IntelligenceAccording to Zendesk's report, the AI advances of 2025 will continue in 2026 with contextual intelligence. Let's explore what to expect together.
- Netflix House: A Giant Leap from the Digital Screen to the Physical WorldUntil 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.
- 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.
- 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.
- Turkish Airlines and Samsung Usher In a New Era of Baggage Tracking: A 700-Million-Device Network in Your PocketThe unmatched peace of mind that comes from knowing your suitcase's whereabouts is now just a tap away.
- The Surprising ChatGPT Feature That Will Radically Change Your Shopping HabitsWe'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.
November
- Expedia's AI Transformation: AI in Customer Service and Personalized ExperiencesExpedia is redesigning the customer experience from the ground up by integrating AI everywhere from call center automation to marketing.
- Forrester’s 2026 Customer Experience Predictions: 5 Critical Trends for CX LeadersThe 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.
- Wyndham AI and the Quiet Revolution in Hospitality: 25% Faster Customer ServiceAI-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.
- The Era of Conversational Shopping Begins With ChatGPTOpenAI and PayPal are bringing digital shopping into text-based chat.