Author: Geoff Spick

Consumer Discovery Goes Real-Time At Tech for Retail, Paris

The Tech for Retail show hit Paris this week, at Paris Expo, Porte de Versailles. The show offered a close-up look at what’s changing in the drive for stronger in-store and online customer experiences. At the event were the usual mix...

OpenText Talks Up Its Vision of the Customer Experience Future

We hear plenty from CX vendors about the evolution of their platforms, and the shifts in how teams work to deliver those experiences. But OpenText, as an information-focused company that works deeper within many enterprises, even they are talking more...

Banish the Office Winter Blues With A Suntory-Style Redesign

As northern winter looms, many of us are dragging our feet through a murky commute to the dingy office. A place that does nothing to boost the mood, whatever the camaraderie and work ethic. But this corporate-driven blandness part of...

The EU Could Follow Australia With a Social Media Under-16 Clampdown Impacting CX

Australia has been in the headlines this week as teenagers go to court to win their social media access back The move comes after the Aussie government passed a law banning under-16s from accessing social services. The country’s Online Safety...

Microfeedback, Automated Conversations and RCS: 2026 Predictions Across the Customer Experience Sphere

As the news email in-tray and slew of CX events slows down for Thanksgiving and the holidays, they are replaced by the pitter-patter of not-so-tiny predictions. Ideas of how 2026 will turn out, and what businesses need to do to...

DHL Posts HappyRobot’s AI Agents to Support Live Supply Chain Operations

AI agents are all over the news and learning fast in today’s fast-moving organisations. Yet, there are still plenty of firms on the fence over safety, security and reliability. If an organisation like DHL Supply Chain, with a globe-spanning logistics...

Zoom Talks Scaling the AI Customer Experience as Companion 3.0 Takes Off

Zoom is one of the last big tech companies declaring earnings before the Thanksgiving break, but not much is stopping the company’s growth as it moves more enterprise customers to AI-powered support. Based on modest but positive third quarter total...

Customer Tech Support for Turkeys Goes AI This Thanksgiving

Everything else around this Thanksgiving in the US, and Black Friday around the world, seems to revolve around AI this year, so why not the humble tradition of cooking a turkey? Ignoring the maniacs dunking frozen birds in boiling oil, this...

Hertz Car Rentals Highlights the Success of Its Customer Experience Revamp

Hertz was talking through its latest financial results recently. And a good chunk of the earnings call was taken up revisiting the US car rental company’s customer experience improvement efforts. The company hit revenue of $2.5 billion in the third...

What Companies Are Changing the Game for Black Friday?

According to the emails flooding into the CXM press release box, this year Black Friday is all about AI. Perhaps with a smattering of scam dodging, sales channel surge-preparedness and sifting through loads of SMS messages, depending on the vendor....