Customer experience news, research, awards and events — with a view from Türkiye.https://thecxbrief.com/en-ushttps://thecxbrief.com/en/news/77-percent-of-board-members-expect-ai-savings/https://thecxbrief.com/en/news/77-percent-of-board-members-expect-ai-savings/According to Gartner research, most executives expect AI to bring productivity gains, but the share of organizations able to hit the target remains low.Tue, 27 Oct 2026 04:00:00 GMThttps://thecxbrief.com/en/news/changeup-top-stores-give-customers-more-reasons-to/https://thecxbrief.com/en/news/changeup-top-stores-give-customers-more-reasons-to/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.Tue, 27 Oct 2026 04:00:00 GMThttps://thecxbrief.com/en/news/cx-today-shadow-ai-agents-often-access-customer/https://thecxbrief.com/en/news/cx-today-shadow-ai-agents-often-access-customer/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.Tue, 27 Oct 2026 04:00:00 GMThttps://thecxbrief.com/en/news/oracle-introduces-five-new-ai-powered-customer-experience/https://thecxbrief.com/en/news/oracle-introduces-five-new-ai-powered-customer-experience/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.Tue, 27 Oct 2026 04:00:00 GMThttps://thecxbrief.com/en/research/74-percent-of-consumers-had-to-explain-themselves/https://thecxbrief.com/en/research/74-percent-of-consumers-had-to-explain-themselves/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.Tue, 27 Oct 2026 04:00:00 GMThttps://thecxbrief.com/en/research/cx-leaders-will-trust-ai-advisors-in-2027/https://thecxbrief.com/en/research/cx-leaders-will-trust-ai-advisors-in-2027/In 2027 and beyond, customer experience leaders are expected to trust AI advisors that show how they reached a recommendation.Tue, 27 Oct 2026 04:00:00 GMThttps://thecxbrief.com/en/research/great-place-to-work-82-percent-of-female/https://thecxbrief.com/en/research/great-place-to-work-82-percent-of-female/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.Tue, 27 Oct 2026 04:00:00 GMThttps://thecxbrief.com/en/news/forrester-ai-agents-cannot-derive-decisions-from-broad/https://thecxbrief.com/en/news/forrester-ai-agents-cannot-derive-decisions-from-broad/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.Mon, 26 Oct 2026 04:00:00 GMThttps://thecxbrief.com/en/news/marie-haynes-chatgpt-delivers-just-0-62-percent/https://thecxbrief.com/en/news/marie-haynes-chatgpt-delivers-just-0-62-percent/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.Mon, 26 Oct 2026 04:00:00 GMThttps://thecxbrief.com/en/news/pwc-turkiye-interest-in-november-discounts-rises-to/https://thecxbrief.com/en/news/pwc-turkiye-interest-in-november-discounts-rises-to/In a PwC Türkiye survey of 10,000 consumers in Türkiye and Europe, shoppers vet discounts using price history, comparison sites, and AI assistants.Mon, 26 Oct 2026 04:00:00 GMThttps://thecxbrief.com/en/research/brandrank-ai-ai-engines-mostly-recommend-the-same/https://thecxbrief.com/en/research/brandrank-ai-ai-engines-mostly-recommend-the-same/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%.Mon, 26 Oct 2026 04:00:00 GMThttps://thecxbrief.com/en/research/cmswire-ai-adoption-in-contact-centers-outpaces-governance/https://thecxbrief.com/en/research/cmswire-ai-adoption-in-contact-centers-outpaces-governance/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.Mon, 26 Oct 2026 04:00:00 GMThttps://thecxbrief.com/en/research/forrester-marketings-new-test-is-maintaining-quality-while/https://thecxbrief.com/en/research/forrester-marketings-new-test-is-maintaining-quality-while/Based on a Forrester analyst's observations at a conference, the discussion is now shifting from AI training to teams building their own workflows.Mon, 26 Oct 2026 04:00:00 GMThttps://thecxbrief.com/en/research/forrester-predicts-consumers-will-rebel-against-unnoticed-influence/https://thecxbrief.com/en/research/forrester-predicts-consumers-will-rebel-against-unnoticed-influence/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.Mon, 26 Oct 2026 04:00:00 GMThttps://thecxbrief.com/en/article/how-do-you-build-a-customer-health-score/https://thecxbrief.com/en/article/how-do-you-build-a-customer-health-score/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.Sat, 24 Oct 2026 00:00:00 GMThttps://thecxbrief.com/en/article/nps-csat-and-ces-which-measure-should-you/https://thecxbrief.com/en/article/nps-csat-and-ces-which-measure-should-you/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.Sat, 24 Oct 2026 00:00:00 GMThttps://thecxbrief.com/en/news/forrester-appgen-platforms-now-stand-out-not-by/https://thecxbrief.com/en/news/forrester-appgen-platforms-now-stand-out-not-by/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.Fri, 23 Oct 2026 04:00:00 GMThttps://thecxbrief.com/en/news/is-bankasi-tests-conversational-shopping-ai-agent-in/https://thecxbrief.com/en/news/is-bankasi-tests-conversational-shopping-ai-agent-in/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.Fri, 23 Oct 2026 04:00:00 GMThttps://thecxbrief.com/en/news/microsoft-previews-ai-tools-that-run-on-third/https://thecxbrief.com/en/news/microsoft-previews-ai-tools-that-run-on-third/According to Microsoft, the service is aimed at organizations that want AI now but are tied to older platforms or partway through long migrations.Fri, 23 Oct 2026 04:00:00 GMThttps://thecxbrief.com/en/news/new-york-proposes-rule-giving-customers-stuck-in/https://thecxbrief.com/en/news/new-york-proposes-rule-giving-customers-stuck-in/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.Fri, 23 Oct 2026 04:00:00 GMThttps://thecxbrief.com/en/news/snap-appoints-robert-downey-jr-honorary-chief-customer/https://thecxbrief.com/en/news/snap-appoints-robert-downey-jr-honorary-chief-customer/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.Fri, 23 Oct 2026 04:00:00 GMThttps://thecxbrief.com/en/news/gartner-unveils-its-2027-technology-trends-and-voice/https://thecxbrief.com/en/news/gartner-unveils-its-2027-technology-trends-and-voice/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.Thu, 22 Oct 2026 04:00:00 GMThttps://thecxbrief.com/en/news/most-customer-experience-teams-report-what-already-happened/https://thecxbrief.com/en/news/most-customer-experience-teams-report-what-already-happened/Churn, Net Promoter Score and satisfaction scores reveal a problem weeks or months after it starts.Thu, 22 Oct 2026 04:00:00 GMThttps://thecxbrief.com/en/news/quantum-metric-more-than-half-of-consumers-stop/https://thecxbrief.com/en/news/quantum-metric-more-than-half-of-consumers-stop/In an interview, Quantum Metric's general manager of voice of customer argues that long surveys and NPS are failing customers and brands alike.Thu, 22 Oct 2026 04:00:00 GMThttps://thecxbrief.com/en/news/saudi-municipality-builds-a-voice-assistant-that-lets/https://thecxbrief.com/en/news/saudi-municipality-builds-a-voice-assistant-that-lets/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.Thu, 22 Oct 2026 04:00:00 GMThttps://thecxbrief.com/en/research/forrester-ais-biggest-obstacle-in-2027-is-the/https://thecxbrief.com/en/research/forrester-ais-biggest-obstacle-in-2027-is-the/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.Thu, 22 Oct 2026 04:00:00 GMThttps://thecxbrief.com/en/research/forrester-in-2027-marketing-executives-will-stop-funding/https://thecxbrief.com/en/research/forrester-in-2027-marketing-executives-will-stop-funding/82% of US B2C marketing executives expect to make a stronger case to senior leadership for their AI spending.Thu, 22 Oct 2026 04:00:00 GMThttps://thecxbrief.com/en/news/cx-network-experts-expect-investment-in-ai-governance/https://thecxbrief.com/en/news/cx-network-experts-expect-investment-in-ai-governance/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.Wed, 21 Oct 2026 04:00:00 GMThttps://thecxbrief.com/en/news/gartner-by-2030-physical-ai-will-support-80/https://thecxbrief.com/en/news/gartner-by-2030-physical-ai-will-support-80/These technologies include robots, drones and autonomous vehicles, yet only 31% of frontline workers say their employer provides responsible AI training.Wed, 21 Oct 2026 04:00:00 GMThttps://thecxbrief.com/en/news/salesforce-agrees-to-acquire-braze-for-approximately-5/https://thecxbrief.com/en/news/salesforce-agrees-to-acquire-braze-for-approximately-5/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.Wed, 21 Oct 2026 04:00:00 GMThttps://thecxbrief.com/en/news/zoom-introduces-shared-customer-memory-for-agents-and/https://thecxbrief.com/en/news/zoom-introduces-shared-customer-memory-for-agents-and/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.Wed, 21 Oct 2026 04:00:00 GMThttps://thecxbrief.com/en/research/1-in-3-consumers-used-ai-to-shop/https://thecxbrief.com/en/research/1-in-3-consumers-used-ai-to-shop/Of those, 56% turned to LLMs to compare prices and 42% to check price history.Wed, 21 Oct 2026 04:00:00 GMThttps://thecxbrief.com/en/research/acxiom-80-percent-of-brands-struggle-to-manage/https://thecxbrief.com/en/research/acxiom-80-percent-of-brands-struggle-to-manage/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.Wed, 21 Oct 2026 04:00:00 GMThttps://thecxbrief.com/en/research/satisfaction-with-federal-public-services-in-the-u/https://thecxbrief.com/en/research/satisfaction-with-federal-public-services-in-the-u/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%.Wed, 21 Oct 2026 04:00:00 GMThttps://thecxbrief.com/en/news/contentsquare-revamps-its-platform-to-separate-ai-agent/https://thecxbrief.com/en/news/contentsquare-revamps-its-platform-to-separate-ai-agent/According to the company's data, AI-referred visits grew 632% in a year, but they make up only 0.2% of traffic.Tue, 20 Oct 2026 04:00:00 GMThttps://thecxbrief.com/en/news/gartner-71-percent-of-organizations-expect-to-deploy/https://thecxbrief.com/en/news/gartner-71-percent-of-organizations-expect-to-deploy/Yet only 21% of organizations currently have the governance in place to oversee these systems.Tue, 20 Oct 2026 04:00:00 GMThttps://thecxbrief.com/en/news/gartner-only-13-percent-of-cios-say-their/https://thecxbrief.com/en/news/gartner-only-13-percent-of-cios-say-their/Meanwhile, more than half of these executives say pressure to deliver cost savings from AI is mounting.Tue, 20 Oct 2026 04:00:00 GMThttps://thecxbrief.com/en/research/five9-80-percent-of-consumers-are-willing-to/https://thecxbrief.com/en/research/five9-80-percent-of-consumers-are-willing-to/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.Tue, 20 Oct 2026 04:00:00 GMThttps://thecxbrief.com/en/research/gartner-87-percent-of-customers-want-companies-using/https://thecxbrief.com/en/research/gartner-87-percent-of-customers-want-companies-using/Customer trust is low, too: according to Thales, only 23% of customers trust companies to use AI responsibly with their data.Tue, 20 Oct 2026 04:00:00 GMThttps://thecxbrief.com/en/news/four-winners-of-the-uk-customer-experience-awards/https://thecxbrief.com/en/news/four-winners-of-the-uk-customer-experience-awards/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.Mon, 19 Oct 2026 04:00:00 GMThttps://thecxbrief.com/en/news/65-percent-of-experts-on-mit-sloan-panel/https://thecxbrief.com/en/news/65-percent-of-experts-on-mit-sloan-panel/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.Fri, 16 Oct 2026 04:00:00 GMThttps://thecxbrief.com/en/news/ai-agents-are-shifting-marketing-operations-from-building/https://thecxbrief.com/en/news/ai-agents-are-shifting-marketing-operations-from-building/The article draws not on research but on how a chatbot trained on MarTech's own archive answered a question.Fri, 16 Oct 2026 04:00:00 GMThttps://thecxbrief.com/en/news/five9-survey-92-percent-of-consumers-give-an/https://thecxbrief.com/en/news/five9-survey-92-percent-of-consumers-give-an/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.Fri, 16 Oct 2026 04:00:00 GMThttps://thecxbrief.com/en/news/forrester-categorizes-brands-into-four-groups-based-on/https://thecxbrief.com/en/news/forrester-categorizes-brands-into-four-groups-based-on/Forrester's new report offers a playbook for revenue growth whichever group a brand falls into; the details are available to Forrester clients.Fri, 16 Oct 2026 04:00:00 GMThttps://thecxbrief.com/en/news/forrester-sets-five-criteria-for-what-truly-counts/https://thecxbrief.com/en/news/forrester-sets-five-criteria-for-what-truly-counts/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.Fri, 16 Oct 2026 04:00:00 GMThttps://thecxbrief.com/en/news/leaders-believe-customers-are-happy-with-ai-service/https://thecxbrief.com/en/news/leaders-believe-customers-are-happy-with-ai-service/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.Fri, 16 Oct 2026 04:00:00 GMThttps://thecxbrief.com/en/news/leaders-think-they-personalize-62-percent-of-experiences/https://thecxbrief.com/en/news/leaders-think-they-personalize-62-percent-of-experiences/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.Fri, 16 Oct 2026 04:00:00 GMThttps://thecxbrief.com/en/news/microsoft-makes-30-pre-built-customer-relationship-management/https://thecxbrief.com/en/news/microsoft-makes-30-pre-built-customer-relationship-management/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.Fri, 16 Oct 2026 04:00:00 GMThttps://thecxbrief.com/en/news/turkiyes-most-loved-brands-announced-leadership-changes-in/https://thecxbrief.com/en/news/turkiyes-most-loved-brands-announced-leadership-changes-in/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.Fri, 16 Oct 2026 04:00:00 GMThttps://thecxbrief.com/en/news/when-ai-agents-step-in-customer-preferences-and/https://thecxbrief.com/en/news/when-ai-agents-step-in-customer-preferences-and/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.Fri, 16 Oct 2026 04:00:00 GMThttps://thecxbrief.com/en/research/talkmobile-more-than-10-percent-of-britons-have/https://thecxbrief.com/en/research/talkmobile-more-than-10-percent-of-britons-have/Talkmobile's study also shows that automated chatbots deter 25% of people. Only 13% of consumers are willing to use online chat.Fri, 16 Oct 2026 04:00:00 GMThttps://thecxbrief.com/en/news/ai-delivered-service-is-seen-as-friendly-but/https://thecxbrief.com/en/news/ai-delivered-service-is-seen-as-friendly-but/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.Tue, 13 Oct 2026 04:00:00 GMThttps://thecxbrief.com/en/news/in-the-us-millennials-and-gen-z-are/https://thecxbrief.com/en/news/in-the-us-millennials-and-gen-z-are/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.Tue, 13 Oct 2026 04:00:00 GMThttps://thecxbrief.com/en/news/spanish-insurer-santalucia-prevents-70-percent-of-potential/https://thecxbrief.com/en/news/spanish-insurer-santalucia-prevents-70-percent-of-potential/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.Tue, 13 Oct 2026 04:00:00 GMThttps://thecxbrief.com/en/research/turkiye-ranks-41st-globally-in-the-index-of/https://thecxbrief.com/en/research/turkiye-ranks-41st-globally-in-the-index-of/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.Tue, 13 Oct 2026 04:00:00 GMThttps://thecxbrief.com/en/research/two-thirds-of-organizations-have-an-ai-budget/https://thecxbrief.com/en/research/two-thirds-of-organizations-have-an-ai-budget/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.Tue, 13 Oct 2026 04:00:00 GMThttps://thecxbrief.com/en/news/ai-answers-calls-at-ehealth-according-to-regal/https://thecxbrief.com/en/news/ai-answers-calls-at-ehealth-according-to-regal/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."Mon, 12 Oct 2026 04:00:00 GMThttps://thecxbrief.com/en/news/bill-staikos-customer-experience-needs-a-role-that/https://thecxbrief.com/en/news/bill-staikos-customer-experience-needs-a-role-that/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.Mon, 12 Oct 2026 04:00:00 GMThttps://thecxbrief.com/en/news/dog-daycare-chain-dogtopias-ceo-ai-assistant-outpaces/https://thecxbrief.com/en/news/dog-daycare-chain-dogtopias-ceo-ai-assistant-outpaces/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.Mon, 12 Oct 2026 04:00:00 GMThttps://thecxbrief.com/en/news/expedia-adds-free-lounge-for-delays-to-loyalty/https://thecxbrief.com/en/news/expedia-adds-free-lounge-for-delays-to-loyalty/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.Mon, 12 Oct 2026 04:00:00 GMThttps://thecxbrief.com/en/news/forrester-extracted-six-leadership-lessons-from-2026-total/https://thecxbrief.com/en/news/forrester-extracted-six-leadership-lessons-from-2026-total/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.Mon, 12 Oct 2026 04:00:00 GMThttps://thecxbrief.com/en/news/forrester-most-customer-experience-teams-neither-measure-nor/https://thecxbrief.com/en/news/forrester-most-customer-experience-teams-neither-measure-nor/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.Mon, 12 Oct 2026 04:00:00 GMThttps://thecxbrief.com/en/news/forrester-what-keeps-customers-loyal-is-not-being/https://thecxbrief.com/en/news/forrester-what-keeps-customers-loyal-is-not-being/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.Mon, 12 Oct 2026 04:00:00 GMThttps://thecxbrief.com/en/news/hayat-kimya-tests-products-packaging-and-advertisements-in/https://thecxbrief.com/en/news/hayat-kimya-tests-products-packaging-and-advertisements-in/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.Mon, 12 Oct 2026 04:00:00 GMThttps://thecxbrief.com/en/news/hubspot-is-laying-off-nearly-660-employees-reorganizing/https://thecxbrief.com/en/news/hubspot-is-laying-off-nearly-660-employees-reorganizing/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.Mon, 12 Oct 2026 04:00:00 GMThttps://thecxbrief.com/en/news/jason-s-bradshaw-suggests-three-steps-to-carry/https://thecxbrief.com/en/news/jason-s-bradshaw-suggests-three-steps-to-carry/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.Mon, 12 Oct 2026 04:00:00 GMThttps://thecxbrief.com/en/news/the-experience-gap-between-companies-and-customers-has/https://thecxbrief.com/en/news/the-experience-gap-between-companies-and-customers-has/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.Mon, 12 Oct 2026 04:00:00 GMThttps://thecxbrief.com/en/news/walmart-says-savings-from-ai-are-being-reinvested/https://thecxbrief.com/en/news/walmart-says-savings-from-ai-are-being-reinvested/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.Mon, 12 Oct 2026 04:00:00 GMThttps://thecxbrief.com/en/news/when-an-ai-agent-says-job-done-but/https://thecxbrief.com/en/news/when-an-ai-agent-says-job-done-but/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.Mon, 12 Oct 2026 04:00:00 GMThttps://thecxbrief.com/en/research/alchemer-nearly-9-in-10-u-s-consumers/https://thecxbrief.com/en/research/alchemer-nearly-9-in-10-u-s-consumers/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.Mon, 12 Oct 2026 04:00:00 GMThttps://thecxbrief.com/en/research/forrester-customers-completing-a-transaction-isnt-enough-loyalty/https://thecxbrief.com/en/research/forrester-customers-completing-a-transaction-isnt-enough-loyalty/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%.Mon, 12 Oct 2026 04:00:00 GMThttps://thecxbrief.com/en/research/forrester-customers-whose-experience-ends-well-or-includes/https://thecxbrief.com/en/research/forrester-customers-whose-experience-ends-well-or-includes/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.Mon, 12 Oct 2026 04:00:00 GMThttps://thecxbrief.com/en/research/medallia-despite-ai-only-17-percent-of-customers/https://thecxbrief.com/en/research/medallia-despite-ai-only-17-percent-of-customers/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.Mon, 12 Oct 2026 04:00:00 GMThttps://thecxbrief.com/en/research/stratejico-ai-assistants-mention-garanti-bbva-most-frequently/https://thecxbrief.com/en/research/stratejico-ai-assistants-mention-garanti-bbva-most-frequently/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.Mon, 12 Oct 2026 04:00:00 GMThttps://thecxbrief.com/en/news/contentsquare-23-percent-of-consumers-say-they-will/https://thecxbrief.com/en/news/contentsquare-23-percent-of-consumers-say-they-will/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.Wed, 30 Sep 2026 04:00:00 GMThttps://thecxbrief.com/en/news/petco-simplifies-loyalty-program-point-redemptions-far-exceed/https://thecxbrief.com/en/news/petco-simplifies-loyalty-program-point-redemptions-far-exceed/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.Wed, 30 Sep 2026 04:00:00 GMThttps://thecxbrief.com/en/news/forrester-customer-retention-success-is-not-celebrated-as/https://thecxbrief.com/en/news/forrester-customer-retention-success-is-not-celebrated-as/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.Tue, 29 Sep 2026 04:00:00 GMThttps://thecxbrief.com/en/news/gartner-30-percent-of-employees-laid-off-due/https://thecxbrief.com/en/news/gartner-30-percent-of-employees-laid-off-due/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.Tue, 29 Sep 2026 04:00:00 GMThttps://thecxbrief.com/en/research/acsi-corporate-profits-at-record-highs-customer-complaints/https://thecxbrief.com/en/research/acsi-corporate-profits-at-record-highs-customer-complaints/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.Tue, 29 Sep 2026 04:00:00 GMThttps://thecxbrief.com/en/research/antavo-average-roi-is-5-3-times-for/https://thecxbrief.com/en/research/antavo-average-roi-is-5-3-times-for/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.Tue, 29 Sep 2026 04:00:00 GMThttps://thecxbrief.com/en/research/gartner-return-is-unclear-in-42-percent-of/https://thecxbrief.com/en/research/gartner-return-is-unclear-in-42-percent-of/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.Tue, 29 Sep 2026 04:00:00 GMThttps://thecxbrief.com/en/research/servicenow-50-percent-of-customers-cite-lack-of/https://thecxbrief.com/en/research/servicenow-50-percent-of-customers-cite-lack-of/While 50% of customers cite a lack of empathy as their biggest frustration, only 23% of executives see it as a priority issue.Tue, 29 Sep 2026 04:00:00 GMThttps://thecxbrief.com/en/article/the-customer-opens-the-app-what-does-the/https://thecxbrief.com/en/article/the-customer-opens-the-app-what-does-the/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.Sat, 26 Sep 2026 00:00:00 GMThttps://thecxbrief.com/en/article/the-right-to-talk-to-a-human-the/https://thecxbrief.com/en/article/the-right-to-talk-to-a-human-the/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?Sat, 26 Sep 2026 00:00:00 GMThttps://thecxbrief.com/en/news/jet2-signs-agentic-ai-deal-with-adobe-for/https://thecxbrief.com/en/news/jet2-signs-agentic-ai-deal-with-adobe-for/The UK's largest tour operator has signed a multi-year deal with Adobe aimed at bringing agentic AI to the myJet2 customer experience.Thu, 24 Sep 2026 04:00:00 GMThttps://thecxbrief.com/en/news/traffic-to-us-retail-sites-from-ai-sources/https://thecxbrief.com/en/news/traffic-to-us-retail-sites-from-ai-sources/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.Thu, 24 Sep 2026 04:00:00 GMThttps://thecxbrief.com/en/article/macys-simple-secret-ten-points-of-nps-a/https://thecxbrief.com/en/article/macys-simple-secret-ten-points-of-nps-a/Macy's invested in the in-store experience, not discounts; NPS rose 10 points and its profit outlook improved. The recipe is startlingly simple.Thu, 17 Sep 2026 00:00:00 GMThttps://thecxbrief.com/en/article/nobody-thanks-the-power-company-an-inspiring-success/https://thecxbrief.com/en/article/nobody-thanks-the-power-company-an-inspiring-success/Once again, Samsun has ushered in a new dawn — this time with a CX project!Thu, 17 Sep 2026 00:00:00 GMThttps://thecxbrief.com/en/article/salesforces-memory-claudes-mind/https://thecxbrief.com/en/article/salesforces-memory-claudes-mind/The Claudeforce partnership lifts a serious constraint in customer experience. But where that constraint lies varies from one organization to the next.Sat, 12 Sep 2026 00:00:00 GMThttps://thecxbrief.com/en/article/we-lead-in-decibels-but-where-do-we/https://thecxbrief.com/en/article/we-lead-in-decibels-but-where-do-we/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?Sat, 05 Sep 2026 00:00:00 GMThttps://thecxbrief.com/en/article/autonomy-waits-at-the-channels-edge/https://thecxbrief.com/en/article/autonomy-waits-at-the-channels-edge/98% of organizations use AI, but only 15% can turn it into end-to-end resolution. Notes from Talkdesk's 2026 CXA report.Sat, 29 Aug 2026 00:00:00 GMThttps://thecxbrief.com/en/article/the-survey-has-expired/https://thecxbrief.com/en/article/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.Wed, 26 Aug 2026 00:00:00 GMThttps://thecxbrief.com/en/article/arizona-iced-teas-33-year-cx-lesson/https://thecxbrief.com/en/article/arizona-iced-teas-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.Sat, 18 Jul 2026 00:00:00 GMThttps://thecxbrief.com/en/article/employees-shift-up-a-gear-while-the-organization/https://thecxbrief.com/en/article/employees-shift-up-a-gear-while-the-organization/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.Sat, 11 Jul 2026 17:21:52 GMThttps://thecxbrief.com/en/article/when-wallets-get-tight-loyalty-takes-center-stage/https://thecxbrief.com/en/article/when-wallets-get-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.Sat, 11 Jul 2026 15:07:02 GMThttps://thecxbrief.com/en/article/there-are-now-two-travelers-on-the-customer/https://thecxbrief.com/en/article/there-are-now-two-travelers-on-the-customer/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.Sun, 05 Jul 2026 00:23:25 GMThttps://thecxbrief.com/en/article/customer-patience-lasts-three-minutes-but-automation-is/https://thecxbrief.com/en/article/customer-patience-lasts-three-minutes-but-automation-is/One in three consumers has literally yelled at automation. I looked at what Parloa's new index means for brands in Türkiye.Wed, 24 Jun 2026 23:26:01 GMThttps://thecxbrief.com/en/article/everyone-is-chasing-agentic-ai-but-only-a/https://thecxbrief.com/en/article/everyone-is-chasing-agentic-ai-but-only-a/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.Sun, 21 Jun 2026 06:45:00 GMThttps://thecxbrief.com/en/article/the-world-cups-invisible-squad/https://thecxbrief.com/en/article/the-world-cups-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.Fri, 12 Jun 2026 20:17:05 GMThttps://thecxbrief.com/en/article/the-hidden-root-of-customer-experience-10-steps/https://thecxbrief.com/en/article/the-hidden-root-of-customer-experience-10-steps/Employee engagement has hit rock bottom. Yet the formula for customer loyalty hasn't changed: Everything starts with an engaged employee.Thu, 11 Jun 2026 14:06:18 GMThttps://thecxbrief.com/en/article/how-to-build-a-customer-experience-organization-from/https://thecxbrief.com/en/article/how-to-build-a-customer-experience-organization-from/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.Thu, 11 Jun 2026 06:20:00 GMThttps://thecxbrief.com/en/article/a-premium-product-is-not-a-premium-experience/https://thecxbrief.com/en/article/a-premium-product-is-not-a-premium-experience/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.Sat, 06 Jun 2026 15:50:23 GMThttps://thecxbrief.com/en/article/customer-experience-in-the-endurance-economy-fairness-first/https://thecxbrief.com/en/article/customer-experience-in-the-endurance-economy-fairness-first/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.Sat, 06 Jun 2026 13:55:25 GMThttps://thecxbrief.com/en/article/will-half-of-all-customer-service-jobs-be/https://thecxbrief.com/en/article/will-half-of-all-customer-service-jobs-be/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.Fri, 05 Jun 2026 02:57:03 GMThttps://thecxbrief.com/en/article/ai-data-and-trust-the-new-cx-infrastructure/https://thecxbrief.com/en/article/ai-data-and-trust-the-new-cx-infrastructure/For SMBs, AI creates real CX value only when it is combined with data and trust.Fri, 15 May 2026 01:33:00 GMThttps://thecxbrief.com/en/article/more-tools-less-experience-how-is-technology-fatigue/https://thecxbrief.com/en/article/more-tools-less-experience-how-is-technology-fatigue/Using lots of tools doesn’t mean delivering a good customer experience.Wed, 13 May 2026 08:58:00 GMThttps://thecxbrief.com/en/article/the-new-rule-of-smb-growth-customer-experience/https://thecxbrief.com/en/article/the-new-rule-of-smb-growth-customer-experience/Salesforce’s SMB Trends report shows why growing SMBs put customer experience ahead of winning new customers.Wed, 13 May 2026 08:20:00 GMThttps://thecxbrief.com/en/article/customer-experience-starts-on-the-factory-floor/https://thecxbrief.com/en/article/customer-experience-starts-on-the-factory-floor/Unless factory data is tied to decisions on the floor, customer experience won’t be transformed.Tue, 12 May 2026 13:43:00 GMThttps://thecxbrief.com/en/article/duolingo-chose-a-better-experience-to-grow/https://thecxbrief.com/en/article/duolingo-chose-a-better-experience-to-grow/In its 2026 growth strategy, Duolingo chose to improve the free user experience rather than step up ad and subscription pressure.Mon, 11 May 2026 21:47:22 GMThttps://thecxbrief.com/en/article/forrester-names-the-10-emerging-technologies-of-2026/https://thecxbrief.com/en/article/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.Fri, 08 May 2026 07:21:00 GMThttps://thecxbrief.com/en/article/microsoft-dynamics-365-and-the-new-era-of/https://thecxbrief.com/en/article/microsoft-dynamics-365-and-the-new-era-of/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.Wed, 06 May 2026 19:51:58 GMThttps://thecxbrief.com/en/article/customer-experience-in-insurance-brands-that-fail-to/https://thecxbrief.com/en/article/customer-experience-in-insurance-brands-that-fail-to/Insurance customers don't really judge a brand when they buy a policy; they judge it during claims, pre-authorizations and moments of uncertainty.Tue, 05 May 2026 04:59:00 GMThttps://thecxbrief.com/en/article/in-automotive-cx-is-won-not-at-the/https://thecxbrief.com/en/article/in-automotive-cx-is-won-not-at-the/Vehicle delivery isn't the end of the relationship; it's day one for service, warranty, software, spare parts and dealer consistency.Mon, 04 May 2026 08:06:00 GMThttps://thecxbrief.com/en/article/a-new-era-in-the-travel-experience-customers/https://thecxbrief.com/en/article/a-new-era-in-the-travel-experience-customers/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.Wed, 29 Apr 2026 13:20:00 GMThttps://thecxbrief.com/en/article/in-retail-customer-loyalty-is-won-through-consistency/https://thecxbrief.com/en/article/in-retail-customer-loyalty-is-won-through-consistency/Price brings customers into the store; product availability, speed, easy checkout and hassle-free returns keep them with the brand.Wed, 29 Apr 2026 01:16:00 GMThttps://thecxbrief.com/en/article/a-cx-alarm-in-banking-going-digital-isnt/https://thecxbrief.com/en/article/a-cx-alarm-in-banking-going-digital-isnt/Türkiye's banks are digitally strong, but the real difference comes down to the confidence they inspire when a customer runs into a problem.Tue, 28 Apr 2026 06:57:00 GMThttps://thecxbrief.com/en/article/2026s-new-rule-in-customer-experience-effortlessness-not/https://thecxbrief.com/en/article/2026s-new-rule-in-customer-experience-effortlessness-not/QuestionPro's Q1 2026 benchmark report shows that customers are now looking not just for loyalty but for an effortless experience.Mon, 27 Apr 2026 14:27:00 GMThttps://thecxbrief.com/en/article/the-cx-report-card-for-ai-platforms-gemini/https://thecxbrief.com/en/article/the-cx-report-card-for-ai-platforms-gemini/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.Mon, 27 Apr 2026 06:46:00 GMThttps://thecxbrief.com/en/article/the-strategic-chasm-executives-blind-spots-and-seamless/https://thecxbrief.com/en/article/the-strategic-chasm-executives-blind-spots-and-seamless/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.Thu, 23 Apr 2026 07:10:00 GMThttps://thecxbrief.com/en/article/the-algorithm-of-the-human-touch-the-trust/https://thecxbrief.com/en/article/the-algorithm-of-the-human-touch-the-trust/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.Wed, 22 Apr 2026 07:55:00 GMThttps://thecxbrief.com/en/article/human-led-ai-powered-transformation-part-1-the/https://thecxbrief.com/en/article/human-led-ai-powered-transformation-part-1-the/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.Tue, 21 Apr 2026 12:18:00 GMThttps://thecxbrief.com/en/article/ai-that-takes-action-in-customer-experience-oracles/https://thecxbrief.com/en/article/ai-that-takes-action-in-customer-experience-oracles/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.Mon, 20 Apr 2026 05:34:00 GMThttps://thecxbrief.com/en/article/the-cost-of-the-employee-experience-crisis-20/https://thecxbrief.com/en/article/the-cost-of-the-employee-experience-crisis-20/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.Thu, 16 Apr 2026 09:52:00 GMThttps://thecxbrief.com/en/article/the-missing-link-in-the-age-of-ai/https://thecxbrief.com/en/article/the-missing-link-in-the-age-of-ai/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.Wed, 15 Apr 2026 21:31:57 GMThttps://thecxbrief.com/en/article/from-invisible-crisis-to-customer-loyalty-how-employee/https://thecxbrief.com/en/article/from-invisible-crisis-to-customer-loyalty-how-employee/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.Wed, 15 Apr 2026 18:56:44 GMThttps://thecxbrief.com/en/article/is-your-maturity-standing-still-while-technology-levels/https://thecxbrief.com/en/article/is-your-maturity-standing-still-while-technology-levels/Digitopia's 2026 Türkiye Digital and AI Maturity Report is out. Are companies' technology investments paying off in customer experience and business value?Wed, 15 Apr 2026 17:52:14 GMThttps://thecxbrief.com/en/article/why-is-it-risky-to-tie-customer-experience/https://thecxbrief.com/en/article/why-is-it-risky-to-tie-customer-experience/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.Sat, 11 Apr 2026 14:39:26 GMThttps://thecxbrief.com/en/article/why-what-the-world-calls-innovation-feels-ordinary/https://thecxbrief.com/en/article/why-what-the-world-calls-innovation-feels-ordinary/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.Fri, 10 Apr 2026 19:34:29 GMThttps://thecxbrief.com/en/article/usa-today-the-best-loyalty-programs-of-2026/https://thecxbrief.com/en/article/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.Fri, 10 Apr 2026 01:43:10 GMThttps://thecxbrief.com/en/article/83-percent-believe-in-ai-6-percent-can/https://thecxbrief.com/en/article/83-percent-believe-in-ai-6-percent-can/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.Mon, 06 Apr 2026 07:30:00 GMThttps://thecxbrief.com/en/article/the-customer-experience-revolution-in-utilities-what-a/https://thecxbrief.com/en/article/the-customer-experience-revolution-in-utilities-what-a/Insights from the "Understanding the Energy Transition" event with experts from BP, Yorkshire Water and KPMGFri, 03 Apr 2026 21:32:57 GMThttps://thecxbrief.com/en/article/starbucks-new-bonus-system-the-training-the-customer/https://thecxbrief.com/en/article/starbucks-new-bonus-system-the-training-the-customer/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."Fri, 03 Apr 2026 15:52:17 GMThttps://thecxbrief.com/en/article/waking-up-from-the-digital-delusion-the-power/https://thecxbrief.com/en/article/waking-up-from-the-digital-delusion-the-power/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.Fri, 03 Apr 2026 11:54:05 GMThttps://thecxbrief.com/en/article/a-silent-threat-in-broadband-how-to-manage/https://thecxbrief.com/en/article/a-silent-threat-in-broadband-how-to-manage/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.Mon, 30 Mar 2026 21:23:43 GMThttps://thecxbrief.com/en/article/the-collapse-of-the-search-box-the-era/https://thecxbrief.com/en/article/the-collapse-of-the-search-box-the-era/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.Sun, 29 Mar 2026 17:11:49 GMThttps://thecxbrief.com/en/article/would-you-like-a-bed-in-economy-for/https://thecxbrief.com/en/article/would-you-like-a-bed-in-economy-for/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.Fri, 27 Mar 2026 18:36:01 GMThttps://thecxbrief.com/en/article/why-do-employees-and-customers-speak-different-languages/https://thecxbrief.com/en/article/why-do-employees-and-customers-speak-different-languages/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.Mon, 23 Mar 2026 13:53:01 GMThttps://thecxbrief.com/en/article/the-ai-letdown-in-customer-service-why-consumers/https://thecxbrief.com/en/article/the-ai-letdown-in-customer-service-why-consumers/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.Mon, 23 Mar 2026 13:41:25 GMThttps://thecxbrief.com/en/article/how-to-calculate-roi-on-customer-experience-investments/https://thecxbrief.com/en/article/how-to-calculate-roi-on-customer-experience-investments/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.Mon, 23 Mar 2026 13:33:02 GMThttps://thecxbrief.com/en/article/could-your-brands-infatuation-with-ai-be-driving/https://thecxbrief.com/en/article/could-your-brands-infatuation-with-ai-be-driving/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.Mon, 23 Mar 2026 13:23:05 GMThttps://thecxbrief.com/en/article/aiming-for-the-top-in-customer-experience-awards/https://thecxbrief.com/en/article/aiming-for-the-top-in-customer-experience-awards/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.Wed, 18 Mar 2026 05:00:00 GMThttps://thecxbrief.com/en/article/icxa-2026-entries-are-open-the-3-most/https://thecxbrief.com/en/article/icxa-2026-entries-are-open-the-3-most/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.Thu, 12 Mar 2026 14:47:29 GMThttps://thecxbrief.com/en/article/all-quiet-on-the-cx-front-2026-cx/https://thecxbrief.com/en/article/all-quiet-on-the-cx-front-2026-cx/According to Medallia's report, the perception gap between brands and customers remains alarmingly wide.Wed, 11 Mar 2026 01:41:29 GMThttps://thecxbrief.com/en/article/what-do-the-2026-employee-trends-tell-us/https://thecxbrief.com/en/article/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?Wed, 11 Mar 2026 01:33:09 GMThttps://thecxbrief.com/en/article/the-ai-era-in-sports-technology-a-next/https://thecxbrief.com/en/article/the-ai-era-in-sports-technology-a-next/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?Wed, 11 Mar 2026 01:10:24 GMThttps://thecxbrief.com/en/article/gartner-how-do-we-explain-ai-investments-to/https://thecxbrief.com/en/article/gartner-how-do-we-explain-ai-investments-to/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.Fri, 06 Mar 2026 16:43:44 GMThttps://thecxbrief.com/en/article/racing-returns-to-istanbul-and-f1-returns-to/https://thecxbrief.com/en/article/racing-returns-to-istanbul-and-f1-returns-to/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.Fri, 06 Mar 2026 16:25:49 GMThttps://thecxbrief.com/en/article/target-commits-1-billion-to-experience/https://thecxbrief.com/en/article/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.Fri, 06 Mar 2026 14:40:54 GMThttps://thecxbrief.com/en/article/ai-is-closing-the-book-on-the-pilot/https://thecxbrief.com/en/article/ai-is-closing-the-book-on-the-pilot/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.Wed, 04 Mar 2026 16:24:29 GMThttps://thecxbrief.com/en/article/bridging-the-ai-divide-in-customer-service-and/https://thecxbrief.com/en/article/bridging-the-ai-divide-in-customer-service-and/In customer service, we are seeing a huge and ever-widening divide between leading companies and laggards when it comes to adopting AI.Fri, 27 Feb 2026 17:06:56 GMThttps://thecxbrief.com/en/article/2026-adobe-ai-and-digital-trends-report/https://thecxbrief.com/en/article/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.Fri, 27 Feb 2026 17:00:44 GMThttps://thecxbrief.com/en/article/the-new-loyalty-playbook-the-habit-loop-and/https://thecxbrief.com/en/article/the-new-loyalty-playbook-the-habit-loop-and/The concept of customer loyalty is undergoing a fundamental evolution, moving far beyond traditional rewards systems.Thu, 26 Feb 2026 05:00:00 GMThttps://thecxbrief.com/en/article/the-winds-of-ai-and-the-future-of/https://thecxbrief.com/en/article/the-winds-of-ai-and-the-future-of/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.Tue, 24 Feb 2026 15:09:53 GMThttps://thecxbrief.com/en/article/lost-momentum-and-the-coming-storm/https://thecxbrief.com/en/article/lost-momentum-and-the-coming-storm/A serious storm is looming on the horizon for customer experience.Tue, 24 Feb 2026 14:52:49 GMThttps://thecxbrief.com/en/article/t-mobiles-nps-centered-transformation/https://thecxbrief.com/en/article/t-mobiles-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.Sat, 21 Feb 2026 17:49:53 GMThttps://thecxbrief.com/en/article/the-human-triumph-in-the-age-of-ai/https://thecxbrief.com/en/article/the-human-triumph-in-the-age-of-ai/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.Sat, 21 Feb 2026 17:42:39 GMThttps://thecxbrief.com/en/article/customer-focus-drove-record-revenue-at-lyft/https://thecxbrief.com/en/article/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.Fri, 20 Feb 2026 17:08:09 GMThttps://thecxbrief.com/en/article/the-president-on-the-line-a-bold-experience/https://thecxbrief.com/en/article/the-president-on-the-line-a-bold-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.Fri, 20 Feb 2026 16:21:11 GMThttps://thecxbrief.com/en/article/you-think-you-have-a-loyalty-program-but/https://thecxbrief.com/en/article/you-think-you-have-a-loyalty-program-but/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.”Sat, 14 Feb 2026 02:54:08 GMThttps://thecxbrief.com/en/article/the-invisible-revolution-on-new-york-runways-luxury/https://thecxbrief.com/en/article/the-invisible-revolution-on-new-york-runways-luxury/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.Sat, 14 Feb 2026 02:47:46 GMThttps://thecxbrief.com/en/article/the-michelin-star-era-of-voice-assistants/https://thecxbrief.com/en/article/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.Sat, 14 Feb 2026 02:40:36 GMThttps://thecxbrief.com/en/article/this-time-ai-is-carrying-the-olympic-torch/https://thecxbrief.com/en/article/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?Fri, 13 Feb 2026 21:23:12 GMThttps://thecxbrief.com/en/article/chipotles-loyalty-lifeline-can-points-save-a-sinking/https://thecxbrief.com/en/article/chipotles-loyalty-lifeline-can-points-save-a-sinking/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.Fri, 13 Feb 2026 21:14:48 GMThttps://thecxbrief.com/en/article/saying-count-me-in-on-the-global-stage/https://thecxbrief.com/en/article/saying-count-me-in-on-the-global-stage/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.Fri, 13 Feb 2026 21:06:57 GMThttps://thecxbrief.com/en/article/with-ai-customer-service-is-now-a-revenue/https://thecxbrief.com/en/article/with-ai-customer-service-is-now-a-revenue/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.Sat, 07 Feb 2026 17:52:26 GMThttps://thecxbrief.com/en/article/bain-and-company-warns-digital-experience-may-be/https://thecxbrief.com/en/article/bain-and-company-warns-digital-experience-may-be/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.Sat, 07 Feb 2026 17:46:17 GMThttps://thecxbrief.com/en/article/saying-hello-name-isnt-enough-time-to-wake/https://thecxbrief.com/en/article/saying-hello-name-isnt-enough-time-to-wake/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?Sat, 07 Feb 2026 17:40:00 GMThttps://thecxbrief.com/en/article/according-to-gartner-the-let-ai-do-everything/https://thecxbrief.com/en/article/according-to-gartner-the-let-ai-do-everything/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.Thu, 05 Feb 2026 14:14:21 GMThttps://thecxbrief.com/en/article/we-won-the-interface-war-in-package-tracking/https://thecxbrief.com/en/article/we-won-the-interface-war-in-package-tracking/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.Thu, 05 Feb 2026 14:08:48 GMThttps://thecxbrief.com/en/article/starbucks-big-comeback/https://thecxbrief.com/en/article/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."Thu, 05 Feb 2026 14:01:00 GMThttps://thecxbrief.com/en/article/a-new-era-in-returns-customers-now-want/https://thecxbrief.com/en/article/a-new-era-in-returns-customers-now-want/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.Sat, 31 Jan 2026 17:39:36 GMThttps://thecxbrief.com/en/article/sms-isnt-dead-it-just-got-smarter/https://thecxbrief.com/en/article/sms-isnt-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.Fri, 30 Jan 2026 08:00:04 GMThttps://thecxbrief.com/en/article/tailoring-makes-a-comeback-in-the-age-of/https://thecxbrief.com/en/article/tailoring-makes-a-comeback-in-the-age-of/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.Thu, 29 Jan 2026 08:00:03 GMThttps://thecxbrief.com/en/article/metrigy-2025-report-analysis-how-leaders-stand-out/https://thecxbrief.com/en/article/metrigy-2025-report-analysis-how-leaders-stand-out/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.Wed, 28 Jan 2026 19:01:13 GMThttps://thecxbrief.com/en/article/amazons-new-ai-health-assistant-4-key-features/https://thecxbrief.com/en/article/amazons-new-ai-health-assistant-4-key-features/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.Fri, 23 Jan 2026 00:59:02 GMThttps://thecxbrief.com/en/article/the-servicenow-openai-partnership-a-blueprint-for-the/https://thecxbrief.com/en/article/the-servicenow-openai-partnership-a-blueprint-for-the/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.Wed, 21 Jan 2026 17:21:27 GMThttps://thecxbrief.com/en/article/how-is-agentic-ai-changing-home-improvement-the/https://thecxbrief.com/en/article/how-is-agentic-ai-changing-home-improvement-the/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.Tue, 20 Jan 2026 03:30:55 GMThttps://thecxbrief.com/en/article/search-is-dead-long-live-discovery-how-walmart/https://thecxbrief.com/en/article/search-is-dead-long-live-discovery-how-walmart/The partnership between Walmart and Google looks like one of the first signals of a shopping experience customized with AI.Fri, 16 Jan 2026 19:09:13 GMThttps://thecxbrief.com/en/article/a-new-era-in-customer-experience-shopping-is/https://thecxbrief.com/en/article/a-new-era-in-customer-experience-shopping-is/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?Wed, 14 Jan 2026 14:26:17 GMThttps://thecxbrief.com/en/article/amazon-is-returning-to-physical-retail-again/https://thecxbrief.com/en/article/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.Tue, 13 Jan 2026 03:03:09 GMThttps://thecxbrief.com/en/article/the-apple-and-google-partnership-and-the-future/https://thecxbrief.com/en/article/the-apple-and-google-partnership-and-the-future/Apple is sitting down with its longtime rival Google to bolster its AI vision for the future and the eagerly awaited overhaul of Siri.Mon, 12 Jan 2026 17:36:28 GMThttps://thecxbrief.com/en/article/the-wall-diplomatic-crises-couldnt-breach-customer-loyalty/https://thecxbrief.com/en/article/the-wall-diplomatic-crises-couldnt-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.Sun, 11 Jan 2026 03:27:18 GMThttps://thecxbrief.com/en/article/the-is-someone-in-the-kitchen-slogan-comes/https://thecxbrief.com/en/article/the-is-someone-in-the-kitchen-slogan-comes/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.Fri, 09 Jan 2026 02:56:42 GMThttps://thecxbrief.com/en/article/the-new-rule-of-customer-loyalty-in-2026/https://thecxbrief.com/en/article/the-new-rule-of-customer-loyalty-in-2026/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?Fri, 09 Jan 2026 01:44:17 GMThttps://thecxbrief.com/en/article/ai-in-customer-operations-big-promises-low-returns/https://thecxbrief.com/en/article/ai-in-customer-operations-big-promises-low-returns/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.Wed, 07 Jan 2026 19:15:09 GMThttps://thecxbrief.com/en/article/a-new-era-in-experience-design-lego-smart/https://thecxbrief.com/en/article/a-new-era-in-experience-design-lego-smart/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.Wed, 07 Jan 2026 01:10:36 GMThttps://thecxbrief.com/en/article/turkiyes-94-49-percent-chatgpt-record-and-what/https://thecxbrief.com/en/article/turkiyes-94-49-percent-chatgpt-record-and-what/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.Mon, 05 Jan 2026 16:15:34 GMThttps://thecxbrief.com/en/article/which-road-leads-to-the-turkish-customers-heart/https://thecxbrief.com/en/article/which-road-leads-to-the-turkish-customers-heart/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.Thu, 01 Jan 2026 18:24:03 GMThttps://thecxbrief.com/en/article/qualtrics-2026-cx-report-silent-churn-in-customer/https://thecxbrief.com/en/article/qualtrics-2026-cx-report-silent-churn-in-customer/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.Mon, 29 Dec 2025 03:03:19 GMThttps://thecxbrief.com/en/article/a-paradigm-shift-in-digital-strategy-convivas-2026/https://thecxbrief.com/en/article/a-paradigm-shift-in-digital-strategy-convivas-2026/We've summarized Conviva's comprehensive 2026 outlook in 5 critical points for CX Bulletin readers.Mon, 29 Dec 2025 02:45:45 GMThttps://thecxbrief.com/en/article/the-era-of-conventional-thinking-in-cx-is/https://thecxbrief.com/en/article/the-era-of-conventional-thinking-in-cx-is/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.Fri, 26 Dec 2025 03:31:26 GMThttps://thecxbrief.com/en/article/zendesk-2026-cx-trends-new-rules-of-competition/https://thecxbrief.com/en/article/zendesk-2026-cx-trends-new-rules-of-competition/According to Zendesk's report, the AI advances of 2025 will continue in 2026 with contextual intelligence. Let's explore what to expect together.Fri, 26 Dec 2025 02:49:40 GMThttps://thecxbrief.com/en/article/netflix-house-a-giant-leap-from-the-digital/https://thecxbrief.com/en/article/netflix-house-a-giant-leap-from-the-digital/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.Mon, 22 Dec 2025 01:06:02 GMThttps://thecxbrief.com/en/article/starbucks-challenges-its-rivals-with-experiences-that-have/https://thecxbrief.com/en/article/starbucks-challenges-its-rivals-with-experiences-that-have/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.Sun, 14 Dec 2025 17:42:58 GMThttps://thecxbrief.com/en/article/gartners-2026-trends-technology-is-no-longer-just/https://thecxbrief.com/en/article/gartners-2026-trends-technology-is-no-longer-just/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.Wed, 10 Dec 2025 03:18:32 GMThttps://thecxbrief.com/en/article/turkish-airlines-and-samsung-usher-in-a-new/https://thecxbrief.com/en/article/turkish-airlines-and-samsung-usher-in-a-new/The unmatched peace of mind that comes from knowing your suitcase's whereabouts is now just a tap away.Wed, 10 Dec 2025 02:36:02 GMThttps://thecxbrief.com/en/article/the-surprise-chatgpt-capability-that-will-radically-change/https://thecxbrief.com/en/article/the-surprise-chatgpt-capability-that-will-radically-change/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.Wed, 10 Dec 2025 02:12:02 GMThttps://thecxbrief.com/en/article/expedias-ai-transformation-ai-in-customer-service-and/https://thecxbrief.com/en/article/expedias-ai-transformation-ai-in-customer-service-and/Expedia is redesigning the customer experience from the ground up by integrating AI everywhere from call center automation to marketing.Fri, 21 Nov 2025 13:53:03 GMThttps://thecxbrief.com/en/article/forresters-2026-customer-experience-predictions-5-critical-trends/https://thecxbrief.com/en/article/forresters-2026-customer-experience-predictions-5-critical-trends/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.Wed, 19 Nov 2025 17:00:08 GMThttps://thecxbrief.com/en/article/wyndham-ai-and-the-quiet-revolution-in-hospitality/https://thecxbrief.com/en/article/wyndham-ai-and-the-quiet-revolution-in-hospitality/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.Wed, 19 Nov 2025 16:50:03 GMThttps://thecxbrief.com/en/article/the-era-of-conversational-shopping-begins-with-chatgpt/https://thecxbrief.com/en/article/the-era-of-conversational-shopping-begins-with-chatgpt/OpenAI and PayPal are bringing digital shopping into text-based chat.Wed, 19 Nov 2025 01:45:04 GMT