The Experience Architects: When AI Thinks, Acts and Cares

CIO Review Europe | Tuesday, June 09, 2026

“How can I help you today?” That simple question, once answered by a human on the other end of a phone line, has evolved into something extraordinary. Today, it might come from a chatbot that remembers your preferences, anticipates your needs and delivers solutions faster. Never have to wait, no matter the time or place.

That’s the world AI-powered Customer Experience Management (CXM) has built for businesses aiming to win hearts in the digital age.

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Collecting feedback is the routine, but what about deep diving and directing the emotions behind each input? A few years back, not many companies would have believed in the possibility of understanding the real sentiment behind each feedback and acting on...

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