Archives

AI Can Help Customers Shop but Flexible Payments Help Them Stay

Holiday shopping always reflects the mood of the moment, and this year that mood is split between curiosity and caution. Shoppers are leaning into technology in ways that would have seemed unlikely only a few seasons ago — asking AI for...

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...

BPO Customer Service Solutions: How Outsourcing Is Rewiring Modern CX

Not long ago, BPO customer service solutions were pretty simple. Companies used outsourcing as a kind of safety net; a way to save money when call volumes spiked or teams were stretched thin. But today’s reality is different. Leading brands...

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...

Beyond the Funnel: Why an AI CRM Might Be Your Most Important System in 2026

Remember when a CRM was basically a fancy spreadsheet? That era’s over. The sharpest teams today aren’t just logging customer data; they’re reading it, predicting it, and acting on it. Welcome to the age of the AI CRM, where information...

This Week in CX: From AI Controversies to Retail Innovation

Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news. This week, we explored the latest in CX and innovation, from the critical role of human judgment in AI-powered customer experiences to the winners of the ICXA25 and...

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...

RCS in CX: How RCS Business Messaging Pays Off for Customer Experience Leaders

Remember when texting a company felt like sending a note into the void? It all started with SMS: short, boxy, but dependable. Somehow, that simple ping became the backbone of customer communication before anyone realized it. Then MMS added pictures. Then...

Meet the Winners of International Customer Experience Awards 2025

The International Customer Experience Awards 2025 delivered one of the most dynamic ceremonies in the programme’s history. Hundreds of CX leaders gathered to recognise work that didn’t just improve customer interactions, but completely transformed the way organisations think, operate and...

What Is Self-Actualization? The Key to Growth, Fulfillment, and Productivity at Work

Work used to be a transaction: effort for income. Now, that isn’t enough. People want to grow, take steps that matter, and see their ideas change outcomes. That search is what self-actualization is about. It’s when work stops feeling like...