26 • HR & Recruitment


New Year Business Guide - brought to you by APL Media • Wednesday 14 January 2026 ADVERTISEMENT FEATURE


AI and the human touch: the Phygital future of customer experience


Where human empathy meets digital innovation


Phygital refers to the blend of customer experiences in the physical and digital worlds, creating seamless, low‑effort omnichannel interactions that allow customers to engage effortlessly across both environments. Artificial intelligence is


transforming customer engagement, but the journey to modernisation requires careful balance. CXinMotion has quietly advised some of the world’s largest organisations, helping them achieve maximum outcomes while ensuring that technology adoption complements — not replaces — the human workforce. Executives recognise


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CXinMotion now offers a complimentary ‘AI-Powered Customer Service Made Simple’ guide — designed to demystify the technology and help leaders understand the strategic implications. It’s a practical resource for executives seeking clarity on how AI can be deployed responsibly and effectively. The company’s expertise lies in blending innovation with pragmatism. By integrating intelligent routing, predictive analytics, and conversational AI, CXinMotion


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For organisations with complex,


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advocates for a measured pace of change. AI isn’t wholesale replacement — it’s a complement.


The company helps clients define the right blend of automation and human expertise, tailoring strategies to organisational culture, customer profiles and operational maturity. With a track record of advising


global enterprises and a reputation for discretion, CXinMotion stands out as a trusted partner for executives seeking clarity in a rapidly evolving landscape. Its mission is simple: to help organisations modernise with confidence, empathy and lasting impact.


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Visit: cxinmotion.com T: +44 (0)7591750645 E: info@cxinmotion.com


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Fragmented case files, drawn-out administrative tasks and inefficient service can be real challenges for lawyers, and may have a knock-on effect on a firm’s profitability. In today’s legal space, firms


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