Stay Interviews vs Exit Interviews: Why Most Companies Are Listening Too Late

There’s an odd issue building up inside many organisations right now. People aren’t rushing for the exit as much as they were a few years ago. They’re too worried about financial insecurity and finding a job when AI is automating...

Meet the Judges for CXMStars 2026  

I am delighted to introduce you to the judging panel for CXMStars 2026! We have a mix of global leaders, seasoned practitioners, and award-winning voices in customer experience. With CX evolving faster than ever, these judges bring decades of expertise...

AI Copilots vs AI Agents: The Difference Most Businesses Learn the Hard Way

The conversation about “AI coworkers” has been heating up lately, forcing a lot of us to rethink how we define different species of digital colleagues. Take AI copilots vs AI agents, for instance. They seem pretty similar, some are even...

Measuring Company Culture: How Culture Analytics Expose What Work Really Feels Like

Company culture used to be one of those things leaders only really mentioned when they were struggling to attract new hires, or turnover rates went up. By that point, the little tweaks most companies made (like introducing a Pizza day...

CX Automation Vs Marketing Automation: The Automation Divide

Automation used to feel simple. Automate your email campaigns, move faster, spend less, measure more. Then customers started pushing back. They started to get sick of all the pointless noise. They weren’t against automation; they just wanted it to be...

Enterprise Connect 2026 – UC, CX, and AI Strategy Come Together

As enterprise communications and customer experience continue to evolve at speed, IT and business leaders face growing pressure to make the right technology decisions—balancing innovation, integration, cost, and risk. Enterprise Connect 2026, taking place March 10–12, 2026 at Caesars Forum...

Best AI CRM Tools for 2026: Ranked by What They Do for Customer Experience

In the last couple of years, AI has stopped being that funny tool we play with to generate emails we don’t want to write or inspire memes and started becoming a major investment priority. There’s a good reason for that....

Innovation, Service, and the Student Journey at the Royal College of Art

What does great customer experience look like in higher education — especially in a world shaped by post-pandemic realities, rapid technological change, and rising student expectations? In this episode of CX Voices, host Katie Kemshell is joined by Greg Finlay, IT...

The Case for Human in the Loop Automation: Why HITL Is The Only Way Forward

The days of automation and AI experience ended ages ago. Budgets are approved. Timelines are aggressive. Boards want AI in customer support, in operations, in decision-making, even hiring, yesterday. Hyperautomation is the new buzzword of the decade. Why pay for more...

Limitless Automation: The Real Risks of Over-Automation in the Workplace

Lately, automation doesn’t feel like a strategic decision so much as a slow shove. Like something companies are being herded toward, whether they’re ready or not. If you’re not chasing limitless automation, meaning automating every possible task in sight, the...

Voting is Open! Decide Your CXMStars of 2026

Here they are — the list of the nominated CXMStars for 2026! This year, we’ve received a record number of nominations and completed applications, so thank you very much everybody! Our list contains top CX Professionals and Influencers, but here...

The Best AI Personalisation Tools: Solutions for Effective Hyperpersonalisation in 2026

Most of us know the stats. Seventy-one percent of customers expect constant personalisation. Seventy-six percent say they feel frustrated when they don’t get it. Get the personalisation balance right, and you’ve actually got a great shot at earning and keeping...