Author: Geoff Spick

The Judges’ View from the International Customer Experience 2025 Awards

This week, a global stampede of businesses, all leading exponents of customer experience, will descend on London. Destination, the award ceremony of the International Customer Experience 2025 Awards. The judging took place last week, with over 300 judges presiding over...

Airbnb’s AI Speeds Customer Service, Boosts Profits, Plans for Real World Impact

Airbnb announced revenue up 10% for its latest quarter, driven by 133.6 million nights and seats booked, up 9% from a year ago. Within the app and company’s system, AI is playing a larger role in boosting those numbers, and...

Increasing Restaurant Spend Per Head in a Tough Economy: Changing Mindset and Strategy

Achieving resilience through a difficult economy and growing out of it on the other side is not an easy feat. Sure, some restaurants and pubs strike it lucky. They seem to have that holy-grail location and solid customer base; a...

The Grand Theft Auto VI Delay and Customer Experience, and You

Technology product delays are nothing new. But in the world of SaaS and cloud, they’ve become something of a non-story as release cadences and feature slips glide further up the roadmap. Making the Grand Theft Auto VI game delay big...

Topps Tiles Transforms Store Execution for A Better Employee and Customer Experience

Topps Tiles, a UK’s tile retail specialist, has completed the rollout of Cegid Retail Store’s Excellence, a task management and retail operations platform to improve how workers execute in-store merchandising, to improve the customers’ in-store experience. Stretching across its 297 stores...

Crescendo Offers A CX First: Multimodal AI With Simultaneous Voice, Text and Visual Interactions

As customer experiences become less about the written and typed word, consumers will expect to communicate with brands in ways that suit them. Enter Crescendo, with an AI that is happy to communicate in text, verbal or visual methods. As...

Mercedes-Benz Trucks Opens an Epic Customer Experience Centre

The personal touch remains key for large-scale purchases, and even all-digital businesses with huge numbers of customers can take a hint from the likes of Mercedes Benz’s new German CX centre down the autobahn from Stuttgart. The revamped Customer Experience...

RingCentral Announces AVA the Virtual Assistant and RingWEM

RingCentral’s suite of AI-powered business communications got a boost today with the announcement of RingWEM (workforce engagement management) and virtual assistant AVA. They come hot on the heels of a strong earnings report showing subscriptions revenue increased 6% year-over-year to...

AI Boosts Customer Experience for Amazon and Big Tech During Earnings Season

America’s biggest tech companies are reporting their earnings this week along with huge numbers of banks, pharma and retail organisations. Among the good news, Amazon gave an earning’s call shoutout to Connect The company’s AI-powered solution enabling contact centres to...

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...