Author: Geoff Spick

CXM Talks to Michelle Ansell About Leadership Recruitment in the CX, DEI and AI Era

Michelle Ansell has hired more leaders than CXM has had corporate-branded pens and notebooks, making her the ideal person to ask about the changing recruitment landscape at the highest tiers of business and recruiting for the top jobs. We had...

The AI Backlash Starts, as ChatGPT Rolls Back on Scrapping Previous Model

The endless flood of promises promoting AI as a tool to solve all your business problems continue across technology news sites and vendor marketing material. But, in the rapidly-fading afterglow of ChatGPT 5’s launch, the wheels seem be coming off...

UK Retailers Must Work Smarter to Deliver More Relevant Communications

It will come as no surprise to most British shoppers that research shows around 60% of consumers find communications from their retailers irrelevant. The Retail Economics Report 2024 from global cloud communications platform Infobip and economic research consultancy Retail Economics,...

Feefo Celebrates the Power of Customer Reviews

Customer reviews continue to grow in authority, and their value to businesses and marketers is taking off even faster. Verified reviews and insights platform Feefo, is celebrating that value with a new campaign to champion one of the powerful, yet...

Virgin Red Announces High-End Loyalty Partnership with RBN Rewards

Customer loyalty can never be taken for granted, and many schemes are partnering to broaden their offering. At the higher end of this market, shaking up the luxury property industry and loyalty space, US-based RBN Rewards has announced a points...

UK Retailer Currys Launches CX-Boosting AI Video Service Technology

In a collaboration with Vyn’s Video Intelligence Platform, UK tech and white goods retailer Currys aims to boost its service delivery operations and customer experience for millions of buyers when they suffer a technical problem. Currys’ retail customers can use quick...

Toyota Tops UK Car Customer Service Rankings

Every business wants to do well in customer ratings, but in a public-facing market, a good ranking can boost sales. Toyota is the highest ranked automotive organisation in the UK for customer service and trust. That’s according to the July UK...

Exploring the Link Between Sustainability and Customer Satisfaction

Customer satisfaction is one of the most important elements of a successful business. It’s why companies invest so much into marketing to their target market, and researching industry trends to ensure they are staying ahead of the game and appealing...

Freshworks Accelerates McLaren F1 Team as Official Partner

Leading the F1 Drivers and Constructors World Championships, McLaren sits at the top of the “pinnacle of motorsport.” And whether you like the sport or not, its marketing power attracts some of the biggest tech and business names on the...

Qualtrics and Singapore Airlines Partner For A Customer Experience Jet Boost

CX vendor Qualtrics has bagged another partner with a three-year deal to support Singapore Airlines’ customer experience efforts. The project will help the airline better understand customer concerns and preferences through research, data analytics, and artificial intelligence (AI). The CX approach...