AI Glasses Make Consumer-Friendly Waves at the CES Show

Connected smart glasses have been on the scene for over a decade, with Google’s Glasses and Microsoft’s Holovision leading the charge, and Apple incubating a pair for seemingly ever. However, with the arrival of AI, the spatial computing market for...

Commerce is Changing Fast with Agentic AI and Social Shopping, But Customer Service and Trust Remain Top Buyer Priorities

In a world where consumers can buy a product using their chatbot or virtual assistant, without even visiting a webstore, that pace of retail evolution continues to change with agents helping make those transactions more nuanced. As AI agents, new...

Retail Getting Phygital in 2026 With Stronger Customer Connections

Phygital is yet another buzzword that’s coming around for a fresh lease of life thanks to the rise of AI and mixed reality across retail and consumer technology. For those unfamiliar, phygital refers to the blend of physical and digital...

Consumer Electronics Show Highlights New AI-Powered Gadgets, Complicating Future CX Interactions

All eyes are on Las Vegas this week as the next-generations of consumer goods, from cars to refrigerators, smartphones to TVs and other gadgets all adopt AI to change how consumers perceive technology, interact with it, and how that changes...

Freshworks Closes FireHydrant Acquisition Adding AI-Powered IT Support

Late last year, Freshworks announced it was acquiring FireHydrant, a deal that has now closed as the big wigs return from holiday to complete final due diligence and sign-offs. The IT service operations management provider becomes a part of the...

Tesco Plans Customer Experience Boost With New AI Partnership

Tesco has been on a major customer experience push in recent years, working with a range of partners, like Eagle AI, to deliver new experiences in-store, online and for Clubcard shoppers. Having doubled the size of its technology team over...

CX Analyst Highlights and Expectations for 2026

The analyst class had a busy 2025 rushing to fit the fast-moving AI puzzle pieces into the customer and employee experience jigsaw. Forrester’s Total Experience Score proved an interesting way to align brand and CX for improved results, while Gartner...

Customer Experience 2025 Events Roundup, and the Big Shows Coming Your Way in 2026

2025 was a busy year for customer experience events. Analyst firms, vendors, experts and end-user markets all welcomed CXM to listen to the great and good speak, and show off the latest software and technology. And we’re revving up for...

The Customer Experience Highlights of 2025

2025 has been a tumultuous year for customer experience, but as we end the year it is time to focus on the positive outcomes across the business landscape and at the sharp end where consumers and customers need the industry...

It Was Good To Talk: Highlights From CXM’s 2025 Interviews

From CEOs to CX professionals and those in the trenches in businesses around the world, CXM has interviewed a host of luminaries to gain CX insights at all levels of industry. These are some of our favourite chats, including those...

USA Today Highlights America’s Best Customer Service Brands

Less an award and more a group hug, USA Today has published its roundup of best-performing customer experience brands, with some 600 companies recognised for delivering the best service. The headline summary according to the study by USA Today is...

The Words of the Year Are Marketing and CX Warnings, Not Business Objectives

Among the endless end-of-year listicles and key insights like Cloud Dancer as Pantone’s colour of the year, there are plenty of valuable warning signs for marketing and customer experience teams. While cloud dancer (image) might hint at calm and order,...