Author: Geoff Spick

The changing face of the cruise liner customer experience

The cruise liner market is back in full swing after the impacts of COVID, uncertain weather and troublesome seas. Passenger numbers reached 31.7 million in 2023, but while the promenade, dining and entertainment decks might look the same, a change...

Pushing the innovation experience with Valtech

Almost every business will tell you they play a good CX game, with enhanced this, AI-powered that and elevated experiences flying into the ceiling. But the results inevitably tell a different story, especially around much-vaunted AI efforts. To dig into...

From identity to experience: How Luckybeard architects CX through brand

Between the customer experience and any business lies the brand. This mythical, much-discussed and often maligned key piece of marketing power can get lost in the mix of modern business. Startups might think their brand is ready-baked on day one....

Reskilling and upskilling are vital arts for HR and the modern workforce

With skills shortages rising and employee stress levels high in an uncertain employment landscape, reskilling has overtaken wellbeing as the number one HR concern for UK employers in 2025.That represents a major shift from last year’s priorities, as noted by...

Beyond the 4-day week, how Lumen SEO’s team works smarter

The recent news of Cardiff’s Lumen SEO moving from a 4-day week to an any-32-hours-you-like approach seems like an employee experience innovation worth talking about.With larger firms cracking the whip on RTO, smaller firms can maximise every advantage, boosting recruitment,...

Neurodiversity and the customer/employee experience

In the wake of DEI rollbacks and that crushing feeling the world is recessing at an alarming pace, seeing designers, brands and employers continue to improve the experience for neurodiverse people is a refreshing positive.In many cases, the challenge is...

State of mobile app accessibility, much more to do according to SOMAA report

With the European Accessibility Act about to kick in, more businesses need to review the accessibility of their apps. Highlighting a few good use cases and many more that could do better, The State of Mobile App Accessibility (SOMAA) report...

Castles Technology discusses the future of retail payments and customer experience

After the recent hustle and bustle of the Retail Technology Show, CXM is doing the rounds talking to some of the companies we met at the show in more detail. This week, we sit down remotely with James Lotz, SVP...

New Black Mirror series and game remind us, what happened to gamification?

The arrival of the seventh series of Black Mirror on Netflix and a fun mobile game, Thronglets, from the warped mind of Charlie Brooker is a key entertainment highlight for any nerd and tech lover. The launch of Thronglets also...

Report: The latest CX innovations from Retail Technology Show

Among the rides and bustle of the fairground theme, London’s Retail Technology Show, held at Excel Arena, was a blur of activity. From powerful discussions like “Beyond the Hype: Actionable AI in Retail” by Alexandra Correa (formerly of Amazon) to...