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...

CXMStars Returns — 2026 Edition Now Open! 

Customer Experience Magazine is thrilled to announce that CXMStars™️ 2026 is officially open for entries! Now in its seventh year, CXMStars™️ returns to recognise and celebrate the most inspiring customer experience (CX) professionals and thought leaders from around the world. This is...

Work isn’t Working According to EX Trailblazer Nadin

There’s a growing crisis in UK workplaces that most politicians don’t see. While MPs debate future skills and employability, they’re missing what’s happening right now: work simply isn’t working anymore. At the end of last year I sat down with the...

Editorial Guidelines for Contributors – 2026

Do you have an original idea you want to share that relates to the world of CX? The editorial team welcome you to submit your content for review. The main topics we cover are customer experience (CX), employee experience (EX),...