CX News and Insights

We are well into 2026, and the market signal is clear. Growth is harder to find, customers are under pressure, and patience for poor experiences is low. Switching is easier, comparison is instant, and the gap between what brands promise and what customers experience is getting less forgivable.   I am lucky to work with great people and strong brands across different industries. The products and channels vary, and the operating models vary even more. Customers have different n

When we asked CX leaders to name their biggest CX challenge in a single word, the answers came quickly: Conversion. Change. Time. Technology…  Different leaders. Different industries. But the challenges were consistent. The same pressures surfacing repeatedly.  It’s a reminder that CX challenges are shared, and that solutions must start with clarity - clarity of culture, of customer need, and of commercial focus.  Because real solutions must start with the root cause - not th

If trust is the currency of CX, transparency is the mint.  When you’re using AI in customer journeys - whether it’s a voice agent, chat, or recommendations - customers want to know what’s happening and why.  Trust isn’t something you bolt on at the end. It’s a design choice you make from the first workshop. What transparency means in AI CX: Declare when customers are talking to AI Explain how data is used and protected Make escalation to a human easy Why it matters? Increases

Bucking the downward trend, The Bridge International continues to build trust and grow, looking to the future, and announcing new board and executive team appointments SYDNEY, 17 March 2026. The Bridge International looks to the future, building on a its reputation and impressive growth as an independent, trusted advisor, bucking the trend in a consultancy sector that has had reputational challenges. The Bridge and CXO2 have partnered with 60 brands across Australia and New Z