ADP Considers the Role of AI for HR and the Employee Experience

Artificial intelligence is inevitable for all areas of the business or office, from supply chains to all-remote tech firms, and any business with HR will need to adapt. A new report from payroll and human capital giant ADP shows where...

Retail Technology Show Returns with M&S Chairman Archie Norman and the Customer Whisperer

The UK’s Retail Technology Show was my first eye-opening CXM road trip last year, and the show is back, bigger than ever in 2026. Taking place at London’s ExCeL on 22–23 April, RTS brings together more than 16,000 senior retail...

Rolls-Royce Launches New Employer Brand “Infinite Potential”

Rolls-Royce (the aerospace and engineering company), one the UK’s major technology success stories, is reimagining its place as a key employer through a new brand, welcome Infinite Potential. Infinite Potential, according to the team “reflects what it truly means to be...

Hawaiian Airlines Investing $600 Million in Customer Service to Win Back Tourists

Late last year, we were talking about Alaskan Airlines new CX efforts, with collectible cards and other goodies for flyers. Now Hawaiian, a part of the same group, is showing off its 5-year, $600 million, plan to boost visitors to...

Anthropic CEO Dario Amodei Discusses Customer Service Among AI Risks

In his punchy essay “The Adolescence of Technology: Confronting and Overcoming the Risks of Powerful AI” the CEO of Anthropic AI has a lot to say about the chaotic world of artificial intelligence. From the concentration of wealth and power in...

Custom Connect Expands Its European BPO Footprint to Hungary and Croatia

Hot on the heels of Gartner’s AI costing more than outsourcing prediction, Custom Connect is proving there’s room for growth. Expanding its Business Process Outsourcing (BPO) contact centre operations with new operational locations in Hungary and Croatia. This expands on...

Havas CX Index Report: Mind the Experience Gap

Havas has dropped a new X INDEX Report, the seventh edition, providing a useful barometer into the world of customer experience. Badged as “Closing the gap”, it highlights the delta between what companies promise in advertising and what they deliver...

Gartner Predicts AI Customer Service Costs Will Exceed Those of Offshore Human Agents Soon

The rising cost of AI was a thorny issue across 2025, and one that will likely get worse for the rest of the decade. The cost of back-end AI hardware (silicon, RAM, data centres and energy) is rocketing. So, even...

Reinventing Workforce Management: How CXL Raised the Bar with Peopleware

When Belgium’s leading contact-center outsourcer CXL set out to modernise its workforce management (WFM), it made a bold decision: replacing its legacy WFM platform with Peopleware’s enterprise-grade WFM suite. What might have seemed like a standard technology refresh quickly evolved...

Verizon Changes Mobile T&Cs to Lock-In More Customers Ahead of A High-Stakes 2026 Smartphone Landscape

Customer retention among mobile providers remains a high-value topic. And, earlier this month, just as Verizon was recovering from a day-long US network outage, resolved with a $20 per customer credit, the brand won approval for a radical change in...

Capital One’s Brex Credit Card Deal To Boost Employee Payment Experiences

Having seen both ends of the company credit card experience, wading through the paperwork and details for a corporate AMEX in the 2000s. It was a delight a couple of years back to work with a startup, doling out Brex...

Retail Loyalty Data Shows AI Is Uninspiring For Shoppers

Research from Retail Week and The Grocer show that while online supermarket orders continue to boom, the use of AI for consumers is way down the shopping list. Highlights of the research are live on the The Grocer, with the...