The Economy of Algorithms is an unexpectedly delightful read for a book about technology. Marek Kowalkiewicz, the author, is professor at Queensland University of Technology and an advisor to the private sector. In his new book, Marek delves into the increasingly pivotal role that algorithms, or "digital minions" as the text affectionately terms them, play in our daily lives and the broader marketplace. For customer experience professionals, this book offers a wealth of insights, observations, encouragement and cautionary tales about the burgeoning autonomy of these digital actors. At it’s heart, the book is optimistic about technology and keeps a clear focus on how algorithms affect real people.

With the rise of online food delivery services, restaurants are responding to increased demand and decreased need for a physical restaurant. For restaurants that focus mainly on delivery, ghost kitchens have come to the fore.

Theodora Toldo is a São Paulo-based Customer Success Manager at CloudKitchens, a ghost kitchen services company that operates across the USA. She sheds light on the startup's journey. Reflecting on the evolution of CX, Toldo highlights the shift towards personalized experiences driven by Big Data, leading to improved revenue and Net Promoter Scores.

In today's dynamic business landscape, customer expectations are higher than ever. They don't just want solutions; they crave personalized experiences that resonate with their needs and preferences. That is where proactive customer engagement comes into play. However there is a risk: CX managers need to discover where the boundaries between proactive and intrusive are, and this depends deeply on context. Each organisation and experience will be different.

In this interview with Leigh Burnett, Head of Client Experience at AECOM, we explore the driving force behind the company's robust focus on customer experience (CX). AECOM, an international engineering, design and advisory firm that is navigating a highly competitive and mature market, recognizes that differentiation through exceptional and memorable client experiences is not just a preference but a necessity. This approach is underpinned by the understanding that a superior client experience fosters loyalty, thereby fueling growth through repeat business and referrals.

As we delve into the world of artificial intelligence (AI) in customer experience management, it's crucial to learn how this technology is reshaping the landscape of customer interactions and expectations. This article dives briefly into some of the trends we are seeing emerge in the CX landscape, and some ways to overcome the challenges of AI adoption in CX.

CX Institute founder Dr. Robert Dew has released his third book on customer experience management, The Empathic Algorithm: Leveraging AI for Next-Level CX, and it couldn’t have come at a better time.

In The Empathic Algorithm: Leveraging AI for Next-Level CX, Dr. Robert Dew delves into the exciting and transformative world of Artificial Intelligence (AI) and its profound impact on Customer Experience (CX). In a digital age where customers have come to expect personalized and empathetic experiences, this book explores how AI can become a powerful ally in achieving these goals. It offers a comprehensive exploration of the ways in which AI can be harnessed to create empathetic, highly responsive, and genuinely customer-centric interactions.