This month’ s cover story, which can be found on page 14, features Hans Zachar, Group Chief Information Officer at Nutun. He tells us how customer experience( CX) has become a high-stakes, real-time priority where success depends on intelligent system design, operational clarity and accountability rather than technology alone.

Zachar explains how CX is shifting from reactive service to deliberate strategy, with organisations redesigning experiences around intent, governance and the right balance between automation and human intervention. He highlights the rise of a two-tiered model, where AI handles routine interactions while skilled agents focus on complex, high-empathy cases that build trust and loyalty.

Mark Bowen Editorial Director

The article explores why CX can no longer sit in a single team, but must be treated as a cross-functional responsibility spanning operations, data, compliance and culture. It concludes that future-proof CX depends on thinking in connected systems rather than silos, with responsible automation, strong governance and ethical use of data at the core of scalable, trusted digital experiences.

Elsewhere, we learn how Ethiopian Airlines has selected SabreMosaic Airline Retailing as the first step in its transition to offer-order retailing, supporting dynamic pricing, personalised offers and modern distribution.

The move enables Africa’ s largest carrier to manage the entire offer-to-order lifecycle in real time, using AI and market data to optimise pricing, merchandising and ancillary revenue across all channels.

By adopting SabreMosaic’ s modular platform and NDC capabilities, the airline can introduce new products faster, expand distribution reach and respond more quickly to market changes.

The transformation aligns closely with Ethiopian Airlines’ Vision 2035 strategy, which aims to position the carrier among the world’ s top 20 airlines by passenger traffic.

Building on a 20-year partnership with Sabre, the initiative equips Ethiopian Airlines with secure, scalable retailing technology to enhance competitiveness, improve customer choice and support long-term growth.

You can read more starting on page 24.

Don’ t forget, you can stay informed with daily news updates on our website, where we bring you the latest insights and developments from the world of business technology. I’ d like to wish you a productive and successful month ahead. Please enjoy this issue and take your time to explore the articles we have prepared for you. See you next time. www. intelligentcio. com

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