Author: Geoff Spick

The Ocean Cleanup and Amazon AWS Join Forces for AI-Driven Plastic Removal

Lots of businesses talk a good sustainability game, and many play their part across the corporate and encourage action at the individual level. But one of CXM’s most-admired efforts in the real world and making a massive difference is The...

e& Reinvents CX to Build Loyalty With Its Telco-to-Techco Transformation

At Dubai Mall, telco e&, a recent GCXA Award Winner, is reshaping retail with both its flagship store, designed around open spaces, vibrant displays and immersive screens, and its second AI-powered autonomous store, EASE. CXM talked to CCXO Chris Lipman...

Ali Din of Premier NX Talks the Digital Transformation Journey

Every business remains under pressure to initiate or complete a digital transformation, or to achieve success after previously failed attempts. The ballpark figure of 7/10 transformations failing means somewhere, someone in the business isn’t paying attention. That transformation journey remains one...

USCXA Winner CVS Health Talks Neuroscience and the Power of Awards

It is both a pleasure and a delight to talk to our USCXA winners and the stories behind their achievements. As one of America’s largest health providers, CVS Health delivered an immense customer experience transformation leading to the Gold Award...

Qualtrics X4 London Highlights the Power of Synthetic Data

Under sunny skies at a restored part of London’s Tobacco Docks, 1,500 Qualtrics clients, customers, CXM and prospects recently lapped up the insights from experience management experts. Check out the short video to get a feel of the event that...

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 Canvas. 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...