Insights CX & EX

Why the sector best equipped for omnichannel keeps losing customers where no dashboard is looking.

Why elderly care does not lose its carers for lack of recruiting them, but for lack of keeping them.

Your customers and your chatbots: it's complicated

Nine in ten consumers would rather wait for a human than talk to a bot. Yet, the chatbot is still their second most used channel, right behind the phone.

The simple method for designing a powerful customer journey

Discover how to design a smooth customer journey in 2026: method, tools, AI and concrete tips to improve CX, loyalty and ROI.

Employee experience: why does EX matter so much?

Definition, levers, measurement and the link to performance. The winning bet for your people and your business.

Customer experience: the essentials of CX in 5 minutes

The 4 pillars of CX, the NPS/CSAT/CES metrics and the methods for improvement. The quick guide to understand and act.

The invisible leaks in your customer experience

Why customers leave without saying a word — and how a CX audit reveals the invisible friction points.

Why customer experience depends (also) on employee experience

The inseparable link between EX and CX — and how to align both to create a virtuous cycle of lasting performance.

Trust as a product: what compliance actually feels like for the customer.

What remains of the exceptional once the journey goes digital.

The one sector where customer experience is produced live, by teams under strain.

Serving a customer who never chose to be one.

Why the sector best equipped for omnichannel keeps losing customers where no dashboard is looking.

Why elderly care does not lose its carers for lack of recruiting them, but for lack of keeping them.

Trust as a product: what compliance actually feels like for the customer.

What remains of the exceptional once the journey goes digital.

The one sector where customer experience is produced live, by teams under strain.

Serving a customer who never chose to be one.