Author: Geoff Spick

EXA Winner Octopus Energy Keeps Fighting for A Greener Customer Experience

In the battleground of the energy provider market, there’s fierce competition to keep ahead of, and in, the news. Driving customer and prospect interest is a key part of any vibrant business. And recent UK EXA-award winner Octopus Energy continues...

Endless Cookie Alerts May Vanish as The EU Sees A Crumb of CX Sense

A blight on every browser, a pain for all businesses keeping up with the latest diktats, and annoying for the entire online universe. Confirming our cookie settings (again, and again, and again) has been a royal pain since the EU...

The True Value of AI Revealed in Healthcare CX Automation

If you recall the chatbot era across the late 2010s-early 2020s, there was a rush of hype, hope and excitement. Then, a deafening silence as vendors and end-user businesses kept quiet on the end results, until sufficient data crept into...

Dishoom Spices up the EXA25 Awards, Wins Best Employee Experience Journey

The UK Employee Experience Awards (#UKEXA25) might be heavy on big business and digital companies, with weighty expectations. But there were plenty of nominees at the Hilton Hotel event to add some delight and surprise to proceedings. One such winner was...

Cracker Barrel Results Highlight the Cost of Rebranding Gone Wrong

The pressure from marketing teams or agencies, year after year, for a rebrand, refresh or restyle is a constant in most larger companies. The chance to evolve, widen the audience, or reach out to Gen-Z can sound like a compelling...

Work Platform monday.com Expands AI-Powered Agents, CRM Suite and Enterprise Capabilities

Rolling out a raft of new features at its Elevate New York event, monday.com continues to building on its AI foundation, with a new agent builder, monday agents, and three new AI capabilities, monday magic, monday vibe, and monday sidekick....

And the UK Employee Experience 2025 Awards Winners Are…

Wednesday, 17th of September saw the UK’s EX great and good, plus an impressive showing of new EX talent gather at the Hilton Hotel, Paddington in London. Under the stage lights, over 200 guests saw teams collect Bronze, Silver and...

Five9 Launches Fusion for ServiceNow to Deliver AI-Powered Customer Service Experiences

Collaboration and integration is key for any vendor looking to fit into a fractured operational business software landscape. The latest example comes from Five9 Fusion tucking neatly under ServiceNow’s wing to provide real-time transcription and unified routing to eliminate fragmented...

Volkswagen UK, Medallia and Ipsos Collaborate to Redefine Customer Experience Measurement

The UK’s automotive market is a chaotic place to do business, with cyberattacks, brands flopping between EVs and traditional models, and SUVs lined up a tempting target for increased taxation. Yet, among the corporate and production threats, every car brand...

Why Custom Connect Built Myia: Innovation, Empowerment and the Future of Quality Assurance

The latest Gartner Magic Quadrants, a rash of seasonal CX vendor releases and updates, and the power of vibe coding (now a feature of OpenAI) culture all congregated in a recent office conversation about the power companies have when it...