Author: Geoff Spick

ICXA 2025 Finalist Istanbul Airport Gains Level 5 ACI Customer Experience Accreditation

As Turkey continues its boom as a tourism, cultural and business centre, iGA’s Istanbul Airport becomes Europe’s first airport to achieve Level 5 Airports Council International (ACI) Customer Experience Accreditation. A milestone achieved by blending Turkish hospitality with cutting-edge technology...

IATA Offers Airline CX Training on Data and Insight Use

The airline industry continues to focus on digital CX metrics and using data-based insights but for large swathes of the market, there can be little internal formal knowledge about the benefits and use cases. The International Air Transport Association (IATA)...

Not Vegas, Baby! The Need for New CX in a Dying Hospitality City

Las Vegas has taken something of a hammering as a destination recently. Resort bookings are down, trade event attendance is falling, and there’s talk of some moving elsewhere. It seems the lure of the night lights and glitz is fast...

Avaya’s Fall from CCaaS Grace Continues With More Layoffs

It is never a good time to report on layoffs within the customer experience industry, but Avaya looks like a contact centre software vendor that has seen the writing on the wall. Rapidly swirling reports and rumours suggest that large numbers...

RTO Stats and Conspiracy Theories Pile Up

From a business leadership perspective, the ongoing return to office (RTO) drive makes a great deal of sense. Expensive offices are just as much a sign of success as stock price and getting mentioned in Forbes. Practically, workers can collaborate...

Lufthansa Cargo Optimises Online CX for Faster, Clearer Services

When it comes to the aviation customer experience, much of the focus is on improvements at the departure lounge, the consumer app and in-flight experience. Pity airlines’ poor cargo businesses, with crews on over-night flights, non-glamorous routes, and low levels...

Good CX Will Drive Profits During the 2025 Holiday Season

Retailers are already revving up for the Black Friday, Christmas to New Year’s sales and ever-extending holiday season. Their clever marketing and tempting offers are in place. But will they remember the need for good customer service in the push...

Half of Employees Expect Physical Offices Will Become Obsolete

A new research study from GoTo,  ”The Pulse of Work in 2025: Trends, Truths, and the Practicality of AI” highlights the pace of change and expectation among today’s workers. The study, conducted in partnership with research firm Workplace Intelligence, summarises the...

Clock Botching Shuffles in Behind the Quiet Quitting Trend

A new workplace trend on the rise to join the ranks of quiet critics and quitters. This one is called clock botching: the trend of employees who look busy, but aren’t actually producing meaningful results. More experienced workers might know...

IPSOS’ CXO Jamie Thorpe Talks The Shifting Dynamics of Customer Loyalty

While CXM reports daily on the latest CX news and hunts down interviews from the CX trenches. A view from on-high is always welcome. We had the opportunity to get the thoughts of IPSOS Chief Experience Officer Jamie Thorpe on...