Author: Geoff Spick

Windows 11 Heads to the Agentic AI Future

Microsoft’s Ignite 2025 event is running this week with plenty of news across the company’s massive business software footprint. But back at the traditional heart of the company, the Windows OS is also changing. Windows 10 recently ended its working life...

London Luton Airport Boosts Career Pathways for the Next Generation

London Luton Airport has been doing a star turn at recent customer experience awards events. The hard-working airport CX team took home Bronze for Best Customer-Centric Culture at last week’s International Customer Experience Awards. And at the recent UK Customer Experience...

Report Roundup: CX Vendors Cite Contextual Intelligence and Change Resistance as Key Trends for 2026

Tis the season for tech types, big brands and software planners to drag a crystal ball out and have a peek into their roadmap and conceptual futures. Personally, I wish they’d give it rest, so we could all have a...

The AI Bubble and What It Could Mean For the Customer Experience Market

The rush to build and deliver AI from tech giants, OS providers, customer experience vendors and the endless me-too players is a natural cause for business concern. But is it creating a tech-threatening bubble? The huge amounts of electrical energy,...

Freshworks Updates Freddy AI with New Vertical Agents

Launched back in the early summer, Freddy AI has been getting his feet under Freshworks users’ desks for some time now. Now Freshworks has announced major updates to both its CX and IT product lines. The broader push aims to...

Radisson’s Creator Hub Innovates Travel Storytelling

Having picked up the Best Digital Transformation (Over 5,000 Employees) Award at last week’s International Customer Experience Awards, Radisson Hotels is showing the way forward when it comes to the hugely valuable influencer travel market. Creator Hub is a new collaboration...

PayPal+ Delivers Free Loyalty Scheme for UK Online and In-Store Shoppers

Loyalty programs have been around forever, and are regularly tweaked to meet the changing needs of customers. But a major all-new scheme is a rare beast. Enter PayPal with PayPal+, aiming to shake up shopping for UK consumers. The new...

Newell Brands’ Customer Experience Centre Strengthens Retail Partnerships and Showcases Innovation

Customer Experience Centres are popping up all over the place at the moment. There one for Mercedes Benz Trucks in Germany, and another coming soon to the UK from Chinese auto firm AION soon. Popping up on the other side...

Celebrating the Glitz and Glamour From the International Customer Experience Awards 2025

Starting at a tangent, depending on who you believe, businesses with a strong sense of customer belonging enjoy a five-to-six times revenue growth rate compared to others. Purely coincidentally; the impossibly, effortlessly, glamourous Italian couple leaving the Park Plaza London...

Automotive Management Live Ramps Up the Forecourt Customer Experience

Taking place this Wednesday in at the NEC, Birmingham, England, AM Live is the major focal point for those on the retail side of the automotive industry. In a fast-changing market, driven by booming interest in electric vehicles, the dominance...