Author: Geoff Spick

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...

Airbnb’s AI Speeds Customer Service, Boosts Profits, Plans for Real World Impact

Airbnb announced revenue up 10% for its latest quarter, driven by 133.6 million nights and seats booked, up 9% from a year ago. Within the app and company’s system, AI is playing a larger role in boosting those numbers, and...

Increasing Restaurant Spend Per Head in a Tough Economy: Changing Mindset and Strategy

Achieving resilience through a difficult economy and growing out of it on the other side is not an easy feat. Sure, some restaurants and pubs strike it lucky. They seem to have that holy-grail location and solid customer base; a...

The Grand Theft Auto VI Delay and Customer Experience, and You

Technology product delays are nothing new. But in the world of SaaS and cloud, they’ve become something of a non-story as release cadences and feature slips glide further up the roadmap. Making the Grand Theft Auto VI game delay big...

Topps Tiles Transforms Store Execution for A Better Employee and Customer Experience

Topps Tiles, a UK’s tile retail specialist, has completed the rollout of Cegid Retail Store’s Excellence, a task management and retail operations platform to improve how workers execute in-store merchandising, to improve the customers’ in-store experience. Stretching across its 297 stores...

Crescendo Offers A CX First: Multimodal AI With Simultaneous Voice, Text and Visual Interactions

As customer experiences become less about the written and typed word, consumers will expect to communicate with brands in ways that suit them. Enter Crescendo, with an AI that is happy to communicate in text, verbal or visual methods. As...