Author: Geoff Spick

Hospitality Growing AI Super Powers in 2026 for Better Customer Experiences

We’ve already taken a look at how AI will shape up many markets in 2026, with insights from around the business world. In the hospitality sector, the barrage of insights and pace of change merits its own article, with revolution...

2026 Predictions: The Year AI Turns Nasty and Makes Us Lazy?

2025 goes out with an increasingly nasty smell around AI. First, there’s the ongoing risk of a bubble and crash among the major providers. And, this week, memory manufacturer Micron announced the closure of its popular, if niche, consumer/performance provider...

US Provider My Country Mobile Aims to Shake up the Global CCaaS Market

My Country Mobile (MCM), a wholesale voice and AI-native cloud communications provider, is stepping up its game in the contact centre operations market. The company has announced a strategic pivot toward forming partnerships with global customer-facing players including, Mobile Network...

KPMG’s Customer Experience Excellence Report Highlights Global CX Trends

KPMG has just published its 2025-26 report on customer experience excellence. It naturally focuses on the rise of agentic AI across the traditional areas of CX principles, based on over 80,000 interviews across 2,600+ brands. The 46-page report, badged as “Redefining...

How the Winter Olympics is Bringing AI-Powered Customer Experiences to A New Audience 

The Winter Olympics is a sporting spectacle with a huge chain of customers. From the host nation, global broadcasters, competitors, technology sponsors and advertisers all the way down to us mortals watching at home. With two months to go until the...

Black (Bleak?) Friday Fails to Shine! The Sad Truth and A Few High Points

The term Black Friday has a long and depressing history. And recent highly-repetitive sales efforts, plus overloading the concept have helped eradicate consumers’ sense of value or seasonal cheer. While some brands have made positive changes, digging for good news...

Amazon AWS re:Invent Kicks Off With An Explosive AI CX Show

Amazon will dominate the news this week, with a full four-days of AI, CX and cloud stories out of the AWS re:Invent event. After some early healthcare agentic-powered news, the massive AWS event kicked off for a blizzard of news...

Customer Experience As Critical As The Cars that Dealers Sell

CXM was investigating the changing face of car dealers in the run up to the Automotive Management Live (AM Live) event earlier this month. During the show, which played host to car brands, dealer chains, technology providers and CX pros,...

Customer Experience Experts Highlight Their Relatable TV Heroes and Individual CX Moments of 2025

We’ve already taken a look at the technology that could impact CX in 2026, but let’s slow up for a more personal view from our line-up of tame experts’ CX highlights of this year. Across industry events, awards evenings and...

CXM’s November Catch-Up and December CX Events Roundup

November may have come grinding to a halt due to Thanksgiving, but there was still plenty of action earlier on, with lots coming in December to keep an eye on. The highlight for the CXM team was definitely awards night for...