Report: Why Traditional Loyalty Metrics Are Losing Their Predictive Power for Finance Companies

The CXM festive advent calendar continues to reveal report after report about all things customer experience and loyalty, with no sign of a liqueur-filled chocolate. The latest comes from US insight house Support EXP providing a new executive insight report,...

What Consumer Electronics Show 2026 Will Show Us About the Future of CX

As soon as we get back from the New Year break, all bleary eyes will be on Las Vegas where the ever-popular Consumer Electronics Show (CES) will kick off. The massive Consumer Technology Association show highlights the latest in gadgets,...

Customer Experience Attracted More Investment and M&A Activity in 2025

We’ve covered plenty of updates from the investment side of the CX and AI worlds this year. But, with a spot of digging into the depths of the venture capital scene, we’ve found many more new and scaling products, and services....

AI’s Architects Are Time Magazine’s People of the Year as AGI Rises

As rumoured, and we discussed earlier in the week, Time Magazine has decided not to vote for a person of the year. Instead, it has plumped for AI, or at least the architects of AI. While these folk, featuring the likes...

Dragons’ Den Magnate’s Retail Chains Boost Customer Support With NiCE CXone

UK shoppers are very familiar with the name Theo Paphitis of Dragon’s Den fame. The series, known as Shark Tank in the US, Who Wants to be my (Business) Partner in France, and Cave of Lions in Germany, saw him...

Selectour and Kleio’s Conversational AI Launches Agentic Travel Commerce

After a hard year’s work embedding across huge numbers of businesses, it looks like AI is taking a well-earned holiday with Selectour. The French independent travel agency has added AI to its customer website Selectour.com, and set it to work...

Interview: International Customer Experience Awards’ CX Leader of the Year, Claire Bristowe

While we’re starting to look forward to next year’s awards, the after glow of the recent ceremonies is still bright. CXM sat down with Aegon UK’s Claire Bristowe who looked in complete shock when named as CX Leader of...

Customer Experience Fails of 2025; Hacks, IT Failures, Management and Human Error

For all the CX success stories, there have been plenty of failures across the year. Not all were headline-worthy, but these fails act as a salutary warning to businesses, typically those over-reliant on their software and AI services. We’ve already...

Exploring SE Asian Customer Experience B2B Maturity and Reaction to AI

Reports highlighting the evolution of CX are coming thick and fast from the business and consumer hot beds of Asia. Customer experience comes in many flavours around the world, and a new European Customer Experience Organisation (EXCO) report explores the...

Hospitality Growing AI Super Powers in 2026 for Better Customer Experiences

We’ve already taken a look at how AI will shape up many markets in 2026, with insights from around the business world. In the hospitality sector, the barrage of insights and pace of change merits its own article, with revolution...

2026 Predictions: The Year AI Turns Nasty and Makes Us Lazy?

2025 goes out with an increasingly nasty smell around AI. First, there’s the ongoing risk of a bubble and crash among the major providers. And, this week, memory manufacturer Micron announced the closure of its popular, if niche, consumer/performance provider...

US Provider My Country Mobile Aims to Shake up the Global CCaaS Market

My Country Mobile (MCM), a wholesale voice and AI-native cloud communications provider, is stepping up its game in the contact centre operations market. The company has announced a strategic pivot toward forming partnerships with global customer-facing players including, Mobile Network...