Hilton’s Apartment Collection Changing Up the Guest Experience

You may have stayed in a Hilton Hotel room or suite. But for many travellers, something larger is a tempting option in the Airbnb era. As home-style trips are the fastest-growing hospitality segment, Hilton is addressing customer needs with the...

ICXA Winner Prologis Turns the Earnings Corner for Warehouse Leasing

Prologis picked up a hatful of gongs last November at the International Customer Experience Awards. The US-based global warehouse leasing firm took home awards for: Best B2B Customer Experience, Best Business Change or Transformation, Best CX in Telecommunications, Transport and...

Vinod Muthukrishnan, Webex’s Customer Experience Guru, Talks Up Concierge AI Agents

Webex by Cisco remains a popular collaboration and unified communications platform. Which makes it a front door for customer support AI, and agents-for-all-workers, rather than the specialist models powering CX, EX, ERP and other platforms. Taking a look inside the world...

NiCE Cognigy’s Simulator Enables At-Scale Evaluation of Production-Grade AI Agents

AI Agents are everywhere, with more popping up every day, but trust remains the key issue for the business (legal, compliance and finance) and customers (trust, privacy and transparency). To support validating and testing, NiCE Cognigy’s new Simulator is an...

CSP Benchmark Report Highlights Telcos’ Growing Use of AI in CX

The latest TM Forum report on mobile networks, communications service providers and the global mobility landscape highlights several areas for CX improvement, as the market looks to return to growth. The report, “Telco revenue growth: is it back to the...

WEF’s Davos 2026 Meeting Kicks Off With All Eyes on Agentic AI

The World Economic Forum’s annual gathering of the political elite, insanely wealthy, many other stakeholders trying to rescue/improve the world kicks off in Davos, Switzerland today. Leading the discussions will be around 100 unicorn founders and technology pioneers. From supply chains...

Trust and Transparency Are Key to Hyper-Personalisation in 2026

Hyper-personalisation is a soaring topic of debate in 2026, powered by the rise in AI features across CXM platforms, with trust and transparency key to delivering a strong customer experience. From a clear need for better-quality consumer offers, to the risk...

Lily Padding and the Employee Experience

A casual look at LinkedIn, shows career carnage in the workplace, with more redundancy rounds and talented teams being ripped apart across all departments large and small. For those unaffected, many are clinging onto their roles or quiet quitting. And,...

AI Investment Roundup: Parloa, Listen Labs and Incentifi Pick Up Funding for CX/EX Products

German-founded Parloa, a growing provider of AI agents elevating enterprise customer experience has announced a $350 million Series D funding round. The news brings its overall valuation to $3 billion. Last year saw some impressive activity on the startup M&A...

Luton Airport Gets Record Customer Satisfaction Scores

London Luton Airport rounded off 2025 with its highest ever customer satisfaction scores. Passengers praised its simple and friendly customer experience, with speed, efficiency, airport staff, the range of amenities and transport links all rating highly. The airport flew over...

Skift’s Travel Megatrends for 2026 Coming to London

Fount of all data-based knowledge when it comes to the travel industry, Skift, is heading to London next week to deliver their Megatrends for the European tourist industry. Trends include the collapse in passengers to the US and the likely...

AI Receptionist Features Available for Over 6 Million SMBs With IONOS

Most small businesses are yet to see a benefit from AI, lacking the internal knowledge to build a product or the SaaS service tiers that offer AI features. Changing the game, AI platform Newo.ai, is partnering with solutions provider IONOS...