October 07, 2025
CX Magazine Celebrates CXDay With Today’s Events and Insights
While not quite as exciting as tomorrow’s World Octopus Day, today is World CXDay, celebrating all that is good in the sphere of customer experience.
It sees the big and small names across our expansive digital landscape all taking a moment to, hopefully, think of how the industry collectively deals with the billions of interactions and experiences that all trickle down to the needs and whims of individuals trying to get through their days, just like us.
Highlights of #CXDay
Highlights of the day include a Tiffani Bova online conversation on “Unlocking Business Value: Synergy of AI-Powered Customer Success” (7PM UK) with Splunk’s Head of Customer Success Ines Thornburg.
Medallia is celebrating CX Day, with a new post on why “Why Customer Experience Will Always Be Human-Focused: A CX Day Reflection” highlighting the future of CX and “As more teams use AI to unlock never-before-seen efficiencies and capitalize on every opportunity, one thing remains critical to success: Customer Experience.”
Brendon Webber of Half Time Orange is running a LinkedIn Poll on CX outcomes that it would be churlish of us not to respond to.
And what’s not to like about this APS Bank video posted by Scott Lee Holloway, the bank’s Head of Customer Experience to celebrate today, and being played in every APS Bank in Malta.
The Celebration of CXDay in Comment Form
CXM’s friends and extended industry family are always happy to look at where we are headed, and have dropped a range of insights and comments on where we go next.
Tracy Sheldon, Head of Operational Effectiveness, Ageas UK and a recent judge of the UXCXA Awards notes that:
“AI Adoption continues to surge: 90% of brands have deployed or plan to deploy AI in CX operations, up from 61% in 2022. Yet, 54% of CX leaders say 21–60% of interactions are still too complex for automation, highlighting the ongoing need for the human touch. This should not come as a surprise to anyone and is at the heart of all great CX strategies – let technology play to its strengths and save your precious human resource for when it matters most – for complex situations, vulnerable customers or wherever the human touch adds significant value.”
(Source of stats: Execs in theknow.com- 2025 CX Leaders Trend and Insights, March 2025)
Subham Pal, CXO Advisory and Strategist for HCLTech, and another UKCXA Judge looks to the future:
The CX revolution is accelerating, moving beyond mere digital efficiency to a critical focus on empathy and ethical practice-a trend powerfully evidenced by the innovative entries at the UKCXA, which demonstrate that successful AI adoption must be underpinned by a deep commitment to human-centric design. The future belongs to brands that can seamlessly deliver hyper-personalized, proactive service while upholding the highest standards of trust and social responsibility.
Phil Smith, CEO at QPC Group, a provider of advanced contact centre data analytics and customer experience (CX) solutions says:
“CX is at a turning point, as many customers have had to endure years of serious decline in customer service, especially since the pandemic. This deterioration has been caused primarily by the collision of company’s adopting a ‘Digital First’ strategy and the subsequent underinvestment in the Voice Channel, both from a technological and people perspective. Unfortunately, due to poorly designed and executed Digital First initiatives, this has stimulated voice contact and exacerbated the overall CX issue to a point where customers’ expectations are changing, based around poor service.
The key issue now is whether companies who are driving early adoption of Agentic AI, do so with meaningful insight based on a detailed understanding of all the interrelated customer journeys and the contextual understanding of why customers are contacting and how effective they are being resolved. Only then can an organisation determine which journeys and interactions, can be supported through automation or whether the company would benefit more through an effective human interaction instead. Companies should also be concerned that in the race to automation in order to reduce costs, they don’t further undermine their brand by paying less attention to well informed CX and Conversational AI design, underpinned by the right data and insight.”
Further insights with an urgent tone come from:
Sam Richardson, Director of Executive Engagement, EMEA & APJ at Twilio, who warns that “while AI is driving personalisation, only 15% of consumers “absolutely” trust brands with their data. With 71% ready to walk away from irrelevant experiences, he urges brands to combine tech with transparency and customer-centric values.”
And Simon McNally, Cybersecurity Expert at Thales, highlights “that 82% of consumers have abandoned a brand over poor digital experiences and calls for frictionless, secure interactions, such as like biometrics and passkeys to rebuild trust and loyalty.”
And There’s More
We’ll update this page as move events and comments come in, so check back for the latest news and let the world know what you’re up to with the #CXDay hashtag across LinkedIn, X (Twitter) and other social platforms.
