Author: Geoff Spick

VCCP’s Watermelon Launches Canvas, A Voice of the Customer Platform

June sees many launch and promo events highlighting the power of new software for the CX world. One that grabs our attention at CXM is Watermelon. The CX consultancy has launched a Voice of the Customer (VoC) platform Canva. It...

Liferay’s Customer Summit Shows the Power of Personalisation

Liferay’s digital experience platform powers a growing number of global businesses, and European customers flocked to WeWork at Waterloo in central London for the Liferay Customer Experience Summit 2025. The event flung together digital leaders, developers, and customer experience professionals...

Freshworks’ Freddy: Agentic AI Launched at Refresh, Mika Yamamoto Explains It All

Freshworks took over Arsenal’s Emirate’s Stadium in London last week for the Refresh Europe event, with partners, customers, prospects and CXM in attendance. The main focus of the event, aside from the value Freshworks provides through the ease-of-use in Freshdesk...

Interview: St Austell’s Brewery talks AI improving brand and reputation

As part of Reputation’s recent Transform 25 event, customers were on-hand to talk about the changing customer landscape and how platforms like Reputation can improve business outcomes. Representing the charming St. Austell Brewery, Amy Walters, head of pub marketing and...

Interview: The Rise of RCS and Conversational Commerce

In light of Google’s recent news that over 1 billion RCS messages are shared each day (averaged over the last month), now seems like a good time to find out more about RCS technology and how it impacts customer service...

Ipsos Presents a UK CX State of the Nation Update

Among a blistering day of CX round tables and networking events in London last week, host Ipsos took time to share its latest insights into the changing landscape of customer experience. During a lively presentation (see image gallery).  Ipsos Director of B2B...

Lessons in Making and Improving Meaningful Business Relationships

As part of the Ipsos/UKCXA London meeting last week, Elev-8’s Lee Jones tackled the thorny issue of networking and relationships in a group or crowded event. Judging by the smattering of raised hands when he asked the collected CX audience...

 Report: Improving the Experience of the UKCXAs

The UK Customer Experience Awards Steering Council meeting met in London recently to discuss ideas and express opinions on the future of the UKCXA. The event was part of a broader CX day, hosted by Ipsos, providing an educational and...

The UAE offers ChatGPT Plus free to all citizens

How is your country promoting the benefits of ChatGPT and other AIs? Some nations talk a big AI game with varying levels of investment. Others do nothing but let the market decide. The UAE is taking a fresh approach. Boldly...

Five9’s Niki Hall discusses evolving contact centres in the Gen Z era

The contact centre market is one in flux with increasing demands for human services from end-users, and a business need for AI to deal with growing volumes of support issues to improve operational efficiency. Those supplying contact centre as a...