Author: Geoff Spick

Freshworks Updates Freddy AI with New Vertical Agents

Launched back in the early summer, Freddy AI has been getting his feet under Freshworks users’ desks for some time now. Now Freshworks has announced major updates to both its CX and IT product lines. The broader push aims to...

Radisson’s Creator Hub Innovates Travel Storytelling

Having picked up the Best Digital Transformation (Over 5,000 Employees) Award at last week’s International Customer Experience Awards, Radisson Hotels is showing the way forward when it comes to the hugely valuable influencer travel market. Creator Hub is a new collaboration...

PayPal+ Delivers Free Loyalty Scheme for UK Online and In-Store Shoppers

Loyalty programs have been around forever, and are regularly tweaked to meet the changing needs of customers. But a major all-new scheme is a rare beast. Enter PayPal with PayPal+, aiming to shake up shopping for UK consumers. The new...

Newell Brands’ Customer Experience Centre Strengthens Retail Partnerships and Showcases Innovation

Customer Experience Centres are popping up all over the place at the moment. There one for Mercedes Benz Trucks in Germany, and another coming soon to the UK from Chinese auto firm AION soon. Popping up on the other side...

Celebrating the Glitz and Glamour From the International Customer Experience Awards 2025

Starting at a tangent, depending on who you believe, businesses with a strong sense of customer belonging enjoy a five-to-six times revenue growth rate compared to others. Purely coincidentally; the impossibly, effortlessly, glamourous Italian couple leaving the Park Plaza London...

Automotive Management Live Ramps Up the Forecourt Customer Experience

Taking place this Wednesday in at the NEC, Birmingham, England, AM Live is the major focal point for those on the retail side of the automotive industry. In a fast-changing market, driven by booming interest in electric vehicles, the dominance...

Everest Group’s Peak Matrix Assessment Highlights Global CXM Trends

For CXM buyers looking to adopt a new CX solution there is endless advice out there, with Everest providing a broader perspective. Gartner has its largely US-centric Magic Quadrants, Forrester at least takes an interest in global differences, but it...

Primark Boosts Customer Experience With New Store Designs

Competing with online retail, physical stores need to maximise their commercial performance and attract more customers. In response, Primark, the European fashion retailer, is optimising its selling spaces by investing in a new store design concept. The concept increases a store’s...

The Price of Doing Business or £32 Billion in Frankenstack Waste? Freshworks Investigates The Cost of Complexity

As a business software user, glued to a laptop, there’s always a sneaking suspicion that software vendors, especially in the SaaS era, endlessly push new services and concepts. Features that many companies and their workers don’t need, creating complexity. That’s often...

The Judges’ View from the International Customer Experience 2025 Awards

This week, a global stampede of businesses, all leading exponents of customer experience, will descend on London. Destination, the award ceremony of the International Customer Experience 2025 Awards. The judging took place last week, with over 300 judges presiding over...