June 09, 2026
Meet Your New CX Editor
Every time you chase a missing parcel, extensively argue with an automated phone menu, or receive a follow-up email so perfectly timed it’s uncanny, you are living and breathing inside someone’s customer experience strategy. CX is not a vertical. It is not a department. It touches every transaction, every frustration, and every small but worthy moment of pleasant surprise in commercial life. Buying a concert ticket is CX. Visiting your GP is CX. Complaining to the council about bin collections for the eighth time this year? That, too, is CX. It is everywhere, and it matters to everyone.
I join CXM as Customer Experience Editor, having spent several years covering the technologies sculpting how organisations communicate, collaborate, and serve their customers. I’ve watched the old walls between traditional unified communications and the contact centre quietly dissolve. Omnichannel platforms, CPaaS, AI-powered agents, conversational interfaces. The CX tech stack grew richer, more elaborate, and more consequential with each passing year, and my interest in it kept pace.
That brings me to what I think is genuinely one of the most interesting moments in not only the industry’s history, but society’s; though I should be abundantly clear that “interesting” does not mean straightforwardly good, or simple, or settled. The discourse around AI and CX has a tendency toward the apocalyptic on one side and the utopian on the other, and, inevitably, the reality sits somewhere messier and considerably more human. The art and craft of excellent customer service is not a casualty of technological change. It is, if anything, thrown into sharper relief by it. I’d argue that the organisations getting CX properly right in this day and age are those that understand emerging tech, even one as groundbreaking as AI, as a complement to human judgement, empathy, and skill. It is not a replacement for it.
What you can expect from me is rigorous, honest coverage of the technologies, strategies, and people driving CX forward. I will bring interviews with industry leaders, analysts, and practitioners; perspectives from the businesses doing this well; and, where warranted, a raised eyebrow at the claims that do not quite hold up to scrutiny. It will be reported, written, and edited by an actual person who finds this stuff authentically interesting, which I like to think will show.
If you work in CX, lead a team, run a business, or simply have a perspective worth sharing, I would love to hear from you. Connect with me on LinkedIn or drop me a line at [email protected].
