KPMG’s Customer Experience Excellence Report Highlights Global CX Trends

KPMG has just published its 2025-26 report on customer experience excellence. It naturally focuses on the rise of agentic AI across the traditional areas of CX principles, based on over 80,000 interviews across 2,600+ brands. The 46-page report, badged as “Redefining...

How the Winter Olympics is Bringing AI-Powered Customer Experiences to A New Audience 

The Winter Olympics is a sporting spectacle with a huge chain of customers. From the host nation, global broadcasters, competitors, technology sponsors and advertisers all the way down to us mortals watching at home. With two months to go until the...

Black (Bleak?) Friday Fails to Shine! The Sad Truth and A Few High Points

The term Black Friday has a long and depressing history. And recent highly-repetitive sales efforts, plus overloading the concept have helped eradicate consumers’ sense of value or seasonal cheer. While some brands have made positive changes, digging for good news...

Amazon AWS re:Invent Kicks Off With An Explosive AI CX Show

Amazon will dominate the news this week, with a full four-days of AI, CX and cloud stories out of the AWS re:Invent event. After some early healthcare agentic-powered news, the massive AWS event kicked off for a blizzard of news...

Customer Experience As Critical As The Cars that Dealers Sell

CXM was investigating the changing face of car dealers in the run up to the Automotive Management Live (AM Live) event earlier this month. During the show, which played host to car brands, dealer chains, technology providers and CX pros,...

Customer Experience Experts Highlight Their Relatable TV Heroes and Individual CX Moments of 2025

We’ve already taken a look at the technology that could impact CX in 2026, but let’s slow up for a more personal view from our line-up of tame experts’ CX highlights of this year. Across industry events, awards evenings and...

CXM’s November Catch-Up and December CX Events Roundup

November may have come grinding to a halt due to Thanksgiving, but there was still plenty of action earlier on, with lots coming in December to keep an eye on. The highlight for the CXM team was definitely awards night for...

Consumer Discovery Goes Real-Time At Tech for Retail, Paris

The Tech for Retail show hit Paris this week, at Paris Expo, Porte de Versailles. The show offered a close-up look at what’s changing in the drive for stronger in-store and online customer experiences. At the event were the usual mix...

OpenText Talks Up Its Vision of the Customer Experience Future

We hear plenty from CX vendors about the evolution of their platforms, and the shifts in how teams work to deliver those experiences. But OpenText, as an information-focused company that works deeper within many enterprises, even they are talking more...

Banish the Office Winter Blues With A Suntory-Style Redesign

As northern winter looms, many of us are dragging our feet through a murky commute to the dingy office. A place that does nothing to boost the mood, whatever the camaraderie and work ethic. But this corporate-driven blandness part of...

The EU Could Follow Australia With a Social Media Under-16 Clampdown Impacting CX

Australia has been in the headlines this week as teenagers go to court to win their social media access back The move comes after the Aussie government passed a law banning under-16s from accessing social services. The country’s Online Safety...

Microfeedback, Automated Conversations and RCS: 2026 Predictions Across the Customer Experience Sphere

As the news email in-tray and slew of CX events slows down for Thanksgiving and the holidays, they are replaced by the pitter-patter of not-so-tiny predictions. Ideas of how 2026 will turn out, and what businesses need to do to...