Author: Geoff Spick

The Customer Experience Highlights of 2025

2025 has been a tumultuous year for customer experience, but as we end the year it is time to focus on the positive outcomes across the business landscape and at the sharp end where consumers and customers need the industry...

It Was Good To Talk: Highlights From CXM’s 2025 Interviews

From CEOs to CX professionals and those in the trenches in businesses around the world, CXM has interviewed a host of luminaries to gain CX insights at all levels of industry. These are some of our favourite chats, including those...

USA Today Highlights America’s Best Customer Service Brands

Less an award and more a group hug, USA Today has published its roundup of best-performing customer experience brands, with some 600 companies recognised for delivering the best service. The headline summary according to the study by USA Today is...

The Words of the Year Are Marketing and CX Warnings, Not Business Objectives

Among the endless end-of-year listicles and key insights like Cloud Dancer as Pantone’s colour of the year, there are plenty of valuable warning signs for marketing and customer experience teams. While cloud dancer (image) might hint at calm and order,...

Report: Why Traditional Loyalty Metrics Are Losing Their Predictive Power for Finance Companies

The CXM festive advent calendar continues to reveal report after report about all things customer experience and loyalty, with no sign of a liqueur-filled chocolate. The latest comes from US insight house Support EXP providing a new executive insight report,...

What Consumer Electronics Show 2026 Will Show Us About the Future of CX

As soon as we get back from the New Year break, all bleary eyes will be on Las Vegas where the ever-popular Consumer Electronics Show (CES) will kick off. The massive Consumer Technology Association show highlights the latest in gadgets,...

Customer Experience Attracted More Investment and M&A Activity in 2025

We’ve covered plenty of updates from investment side of the CX and AI worlds this year. But, with a spot of digging into the depths of the venture capital scene, we’ve found many more new and scaling products, and services....

AI’s Architects Are Time Magazine’s People of the Year as AGI Rises

As rumoured, and we discussed earlier in the week, Time Magazine has decided not to vote for a person of the year. Instead, it has plumped for AI, or at least the architects of AI. While these folk, featuring the likes...

Dragons’ Den Magnate’s Retail Chains Boost Customer Support With NiCE CXone

UK shoppers are very familiar with the name Theo Paphitis of Dragon’s Den fame. The series, known as Shark Tank in the US, Who Wants to be my (Business) Partner in France, and Cave of Lions in Germany, saw him...

Selectour and Kleio’s Conversational AI Launches Agentic Travel Commerce

After a hard year’s work embedding across huge numbers of businesses, it looks like AI is taking a well-earned holiday with Selectour. The French independent travel agency has added AI to its customer website Selectour.com, and set it to work...