Customer Centricity Stories

American Stories

Customer Centricity stories

From listening to leading: Why the best customer strategies close the loop

In a world of inbox overload, winning customer strategies turn feedback into visible action, proving listening must lead to trust.

By Maureen Plowman • 5 min read • Fri, 6th Mar 2026

Global Stories

Customer Centricity stories

Digital Transformation

AskNicely launches AI agents for customer insights

Frontline teams at multi-location service businesses could cut dashboard churn as AskNicely's new tools automate insights and routine review replies.

By Sofiah Nichole Salivio • 4 min read • Last week

Software-as-a-Service

Glean & Gainsight integrate customer signals into AI

Customer-facing teams can now see health, risk and sentiment signals in one place as the integration goes generally available inside Glean.

By Joseph Gabriel Lagonsin • 4 min read • Last month

Unified Communications

'Self-learning' AI big boon for Qualtrics' CX

Companies using AI for customer experience are cutting churn and lifting revenue, with Qualtrics saying richer feedback can triple insights.

By David Shilovsky • 5 min read • Thu, 30th Apr 2026

Digital Transformation

Forrester says AI is upending B2B go-to-market models

AI agents are weakening familiar B2B sales tactics, forcing firms to rethink how they measure demand and win trust earlier.

By Sean Mitchell • 3 min read • Wed, 29th Apr 2026

Software-as-a-Service

Ideally raises AUD $13.4m to expand US market research

The funding will help speed the market research company’s US expansion after revenue there rose 350% and more brands signed up.

By Karen Joy Bacudo • 4 min read • Tue, 21st Apr 2026

Fintech

Yaspa names Cameron Flood Head of Product for UK Europe

Yaspa hires former Shieldpay executive Cameron Flood as Head of Product for UK and Europe to drive expansion in payments and data services.

By Mark Tarre • 3 min read • Fri, 20th Mar 2026

Virtualisation

Lancom names Aimee Lin Chief Technology Officer for growth

Lancom Technology has appointed Aimee Lin as its first Chief Technology Officer to steer cloud, AI and security strategy across three markets.

By Mark Tarre • 4 min read • Mon, 9th Mar 2026

Digital Transformation

Customer success is not support, it is stewardship

Customer success must evolve from reactive support to strategic stewardship, aligning stakeholders so tech investments deliver lasting value.

By Nidhi Suresh • 3 min read • Fri, 6th Mar 2026

Data Protection

Amperity hires Bridget Perry as Chief Marketing Officer

Amperity names seasoned SaaS marketer Bridget Perry as CMO to drive global growth and sharpen its AI-focused customer data platform.

By Sean Mitchell • 4 min read • Thu, 5th Mar 2026

Digital Transformation

In the age of AI, human diversity is the defining advantage

In the AI era, the real edge is not speed or tools but diverse human judgment, shaping fairer, sharper and more resilient decisions.

By Samantha Bala • 3 min read • Thu, 5th Mar 2026

Digital Transformation

Humanising technology: Why empathy is one of tech's most important leadership skills

As innovation accelerates, tech leaders say empathy and human insight now rival engineering prowess in driving meaningful impact.

By Sara Perez • 5 min read • Wed, 4th Mar 2026

Digital Transformation

Why diverse SaaS leadership must be a board priority

Homogeneous leadership in SaaS is more than a cultural concern; it is a strategic risk that stifles innovation, resilience and commercial performance.

By Anwen Robinson • 4 min read • Wed, 4th Mar 2026

Digital Transformation

Beyond the dashboard: Why context and clarity are the future of customer experience

Customer experience is evolving from ticket-taking to strategic, context-rich advisory, where clear narratives turn raw data into real business value.

By Isabella Benzie • 3 min read • Wed, 4th Mar 2026