Author: Geoff Spick

CXM’s October Catch-Up and November CX Events Roundup

After the summer lull, October roared back into life for the CX industry, with trade shows, industry get togethers and awards season kicking off. November looks to be even busier as we get up to speed with what the collective...

NEC Snaps up CSG for Greater Digital Transformations in a $2.9 Billion Deal

Making a change from the endless round of AI acquisitions, Japanese giant NEC is in the process of snapping up CSG for its US telecom/broadband service customer experience and payment software business that’s also a feature across a growing range...

Gartner’s Magic Quadrant for CRM Customer Engagement Center Boosts Zendesk from Visionary to Leader

Gartner’s latest Magic Quadrant has escaped into the wild. With Zendesk elevated to the Leaders quadrant in the research firm’s 2025 Magic Quadrant for CRM Customer Engagement Center. Gartner notes that today’s CRM customer engagement centres are unified AI-augmented customer service...

SALESmanago Tackles Fragmented Customer Journeys With New AI Lifecycle Engagement Platform

The AI charge continues among CX firms with Europe’s SALESmanago the latest to go all-in on artificial intelligencers for ecommerce and marketing. The Poland-based company, on the back of this summer’s Thulium and 2024’s Leadoo acquisitions, is launching a new unified,...

How Tech and AI Is Redefining the Las Vegas Experience

Las Vegas is approaching a year-long decline in terms of tourist numbers and hotel occupancy, with those that do visit are spending less. We were discussing what Vegas needs to do to kick that trend recently, see “Not Vegas, Baby!...

Designit Research Reveals Customers Find AI’s Lack of Loyalty and Empathy Disturbing

While consumers talk to their smart speakers, swear at their GPS and grumble about any shortcoming in an online customer experience, perhaps the lack of feedback is technology’s greatest issue. Designit’s latest research notes that AI’s lack of empathy has...

Enterpret’s Agentic Platform 2.0 Aims to Unify, Understand and Act on Scattered Customer Signals

According to Enterpret, most brands still rely on legacy product analytics and customer surveys, offering only a narrow, static view of the user experience. Launching Enterpret 2.0, the company is taking a different approach, autonomously pulling feedback from both inside...

Talkdesk Expands Databricks Partnership for AI-Driven Customer Experience Automation

Talkdesk, after a year of bagging customer experience deals, is expanding internally with a stronger Databricks partnership. One that aims to power the foundation for its customer experience automation platform. The result will accelerate the company’s and client’s future of...

Qualtrics’ CEO Steps Down After Mega-Merger, Big Questions Ahead

After nine years at the helm, Qualtrics’ CEO Zig Serafin is taking a step back from the role, shuffling over to a vice chairman and advisory capacity. Announcing the move to staff and then on LinkedIn, he notes “The hardest part...

Monday.com’s London Elevate 2025: Campaigns, Llamas and Talking to CMO Harris Beber

For a $15 billion company, monday.com’s Elevate at Excel London was a surprisingly homely affair. (Aside from the missed opportunity to change an arena named after a spreadsheet. Surely a guerrilla marketing rebrand was in order?) Beyond the big stage, there...