Author: Geoff Spick

Avaya’s Fall from CCaaS Grace Continues With More Layoffs

It is never a good time to report on layoffs within the customer experience industry, but Avaya looks like a contact centre software vendor that has seen the writing on the wall. Rapidly swirling reports and rumours suggest that large numbers...

RTO Stats and Conspiracy Theories Pile Up

From a business leadership perspective, the ongoing return to office (RTO) drive makes a great deal of sense. Expensive offices are just as much a sign of success as stock price and getting mentioned in Forbes. Practically, workers can collaborate...

Lufthansa Cargo Optimises Online CX for Faster, Clearer Services

When it comes to the aviation customer experience, much of the focus is on improvements at the departure lounge, the consumer app and in-flight experience. Pity airlines’ poor cargo businesses, with crews on over-night flights, non-glamorous routes, and low levels...

Good CX Will Drive Profits During the 2025 Holiday Season

Retailers are already revving up for the Black Friday, Christmas to New Year’s sales and ever-extending holiday season. Their clever marketing and tempting offers are in place. But will they remember the need for good customer service in the push...

Half of Employees Expect Physical Offices Will Become Obsolete

A new research study from GoTo,  ”The Pulse of Work in 2025: Trends, Truths, and the Practicality of AI” highlights the pace of change and expectation among today’s workers. The study, conducted in partnership with research firm Workplace Intelligence, summarises the...

Clock Botching Shuffles in Behind the Quiet Quitting Trend

A new workplace trend on the rise to join the ranks of quiet critics and quitters. This one is called clock botching: the trend of employees who look busy, but aren’t actually producing meaningful results. More experienced workers might know...

IPSOS’ CXO Jamie Thorpe Talks The Shifting Dynamics of Customer Loyalty

While CXM reports daily on the latest CX news and hunts down interviews from the CX trenches. A view from on-high is always welcome. We had the opportunity to get the thoughts of IPSOS Chief Experience Officer Jamie Thorpe on...

CXM Talks to Michelle Ansell About Leadership Recruitment in the CX, DEI and AI Era

Michelle Ansell has hired more leaders than CXM has had corporate-branded pens and notebooks, making her the ideal person to ask about the changing recruitment landscape at the highest tiers of business and recruiting for the top jobs. We had...

The AI Backlash Starts, as ChatGPT Rolls Back on Scrapping Previous Model

The endless flood of promises promoting AI as a tool to solve all your business problems continue across technology news sites and vendor marketing material. But, in the rapidly-fading afterglow of ChatGPT 5’s launch, the wheels seem be coming off...

UK Retailers Must Work Smarter to Deliver More Relevant Communications

It will come as no surprise to most British shoppers that research shows around 60% of consumers find communications from their retailers irrelevant. The Retail Economics Report 2024 from global cloud communications platform Infobip and economic research consultancy Retail Economics,...