CX Winners Among the Happiest Workplaces Announced in WorkL’s Global List

Employee experience can be hard to measure through internal metrics with many workers unwilling (and a few, always too willing) to rock the boat. External insights give a better example, with WorkL’s latest “World’s Happiest Workplaces” list seeing over a million...

Akeneo Accelerating Commerce Velocity and Engagement With Agentic AI

Akeneo’s latest Product Cloud update, aka the Winter Release, packs in a suite of welcome new capabilities. Features designed to solve the pressing businesses challenge in today’s commerce, execution at the speed of your agentic AI’s suggestions and insights. Including a...

Interview: CX Goalkeeper Gregorio Uglioni Shows How Businesses Can Keep Their Soul in the AI Era

AI brings many promises, advances and some scary tones to the organisations that adopt it. Consultant Gregorio Uglioni considers how businesses can maintain their soul while advancing the aims of CX, and how it impacts the c-suite, and those affected...

Jet-Powered Amperity AI to Boost flydubai’s CX

Flydubai is partnering with Amperity to boost customer experience value and insights as part of an ongoing transformation journey. Amperity’s data and intelligence platform will help connect traveller insights in real time, enabling deeper personalisation and more meaningful engagement across the...

NRF Retail Big Show: The Move from Data to Decisions With Agentic AI

2026 kicked off with much discussion about the poor value of dashboards for decision makers. And CX and retail providers are already trying to resolve the issue for customers with more decision-focused Agentic AI tools. And while builders are creating...

Walmart and Google Integrate Gemini Agentic AI For A Stronger Ecommerce Customer Experience

The news is flooding out of the US National Retail Federation’s Big Show, with the changing face of loyalty already a talking point, and plenty of examples of AI arriving on the shop floor. AI is boosting efforts in the...

Chatbots Delivered AI-Powered Results in 2025, What’s Coming in 2026?

With the news from CES that Amazon’s Alexa+ is finally escaping the company’s consumer hardware and becoming a wider-ranging, web-based, virtual assistant, chatbots are back in the news. That’s after fading in the massive headlights of the rush to all-things...

Talkdesk Drives Customer Experience Automation With New Tools For Stronger Engagement

Talkdesk’s customer experience automation platform gets a boost this week with the arrival of Commerce Orchestration and Consumer Goods Experience Cloud, two new tools to help retailers and manufacturers automate engagement and drive revenue.  With a strong push for unified AI...

NRF Big Show: Customer Loyalty Is Largely Apathy According to SAP Emarsys Insights

The US National Retail Federation Big Show is kicking off in New York this weekend and SAP Emarsys has new insights for attendees. Data from its Customer Loyalty Index (CLI) and Buyer Loyalty Index (BLI) reports highlight the growing difference...

The CX Dashboard Disconnect Clouds Business Focus and Action

A quick look at LinkedIn and the customer experience forums since the new year has seen a sizeable backlash against the humble CX dashboard. What has the poor customer experience info-hub screen done to deserve the sudden hate? And what’s...

PC, Auto and Cloud Technologies Changing Lanes Fast At CES, As Digital Experiences Evolve

Many worker and consumer digital experiences are still rooted in the laptop or smart device that users or businesses upgrade every few years. With smart glasses, a heavy push into AI-automotive tech, and smart communities, things could be due to...

NiCE Data Shows Customers Prioritise Fast Resolution and a Strong Voice As Brands Scale

NiCE is pumping out the insights as the Cognigy acquisition bears fruit, and it continues to showcase the changing pace of customer service. Fresh data shows a 77% year-over-year increase in AI-handled inquiries as brands scale automation to manage rising...