Predictive CX: How the Smartest Brands Solve Problems Before Customers Notice

Customers today don’t want faster replies. They want fewer reasons to reach out in the first place. For years, customer experience teams optimised around speed: shorter wait times, faster tickets, quicker resolution. But shaving minutes off a support interaction doesn’t...

How One Phone Call Changed Lives – Human-Centred CX at Age UK

Customer experience is often defined in terms of efficiency, journeys, and transactions. However, in some cases, it serves as a vital support system rather than a sales tool. But what happens when CX isn’t about selling a product — and...

The New Playbook for Customer Experience Design: Orchestrate Channels, Design Emotions, Prove Impact

Here’s something most businesses are going to learn fast in 2026: Teams that treat customer experience design as the operating system for their business earn the right to keep customers. When context, policy, and people line up around a single...

Inside DVLA’s Quiet AI Revolution

When the Driver and Vehicle Licensing Agency decided to overhaul its customer-service operation, it did so without fanfare. There was no flashy launch, no breathless tech campaign, no sweeping promises about “reinventing the public sector.” Instead, DVLA embarked on a multi-year...

The US Customer Experience Awards 2026 is Now Open 

The US Customer Experience Awards 2026 is Now Open   The US Customer Experience Awards (USCXA) entries are now OPEN! Organised by Awards International, in partnership with CXM, the USCXA programme invites companies and organisations across all sectors to showcase their most...

The Rise of the Hybrid & Multi-Cloud Contact Center: Building Resilience Beyond Single-Cloud Dependency

In October 2025, thousands of contact centers faced a real nightmare head-on. Phones rang, dashboards froze, chatbots blinked out, all because somewhere, deep inside a hyperscaler’s data center, a DNS misfire took the world down with it. The October 2025...

BPO Customer Service Solutions: How Outsourcing Is Rewiring Modern CX

Not long ago, BPO customer service solutions were pretty simple. Companies used outsourcing as a kind of safety net; a way to save money when call volumes spiked or teams were stretched thin. But today’s reality is different. Leading brands...

Beyond the Funnel: Why an AI CRM Might Be Your Most Important System in 2026

Remember when a CRM was basically a fancy spreadsheet? That era’s over. The sharpest teams today aren’t just logging customer data; they’re reading it, predicting it, and acting on it. Welcome to the age of the AI CRM, where information...

RCS in CX: How RCS Business Messaging Pays Off for Customer Experience Leaders

Remember when texting a company felt like sending a note into the void? It all started with SMS: short, boxy, but dependable. Somehow, that simple ping became the backbone of customer communication before anyone realized it. Then MMS added pictures. Then...

What Is Self-Actualization? The Key to Growth, Fulfillment, and Productivity at Work

Work used to be a transaction: effort for income. Now, that isn’t enough. People want to grow, take steps that matter, and see their ideas change outcomes. That search is what self-actualization is about. It’s when work stops feeling like...

Top 5 Insights from New Metrics at EXP KSA

In October, CXM attended the New Metrics CX event in Saudi Arabia. Here are some of the key learnings Saudi Arabia is a region that has moved from talking about customer experience to now delivering it at scale. That evolution was...

How Award-Winning Brands Use AI for Customer Service: Real Examples from Winners

A few years ago, “AI in customer service” meant a chatbot that got stumped by basic questions and a queue that never ended. We’ve all been there, typing “speak to an agent” like our lives depended on it. The brands pulling...