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Medallia’s New Frontline AI Brings Live Insights and Alerts Straight to Frontline Teams

For all the talk about being “customer obsessed,” many companies still struggle to get insights to the people who can actually use them. The workers greeting guests, managing checkouts, or answering calls often don’t see customer feedback until long after...

Qualtrics’ CEO Steps Down After Mega-Merger, Big Questions Ahead

After nine years at the helm, Qualtrics’ CEO Zig Serafin is taking a step back from the role, shuffling over to a vice chairman and advisory capacity. Announcing the move to staff and then on LinkedIn, he notes “The hardest part...

Monday.com’s London Elevate 2025: Campaigns, Llamas and Talking to CMO Harris Beber

For a $15 billion company, monday.com’s Elevate at Excel London was a surprisingly homely affair. (Aside from the missed opportunity to change an arena named after a spreadsheet. Surely a guerrilla marketing rebrand was in order?) Beyond the big stage, there...

Amazon’s New ‘Help Me Decide’ Feature Picks the Right Product for You

Amazon wants to make indecisive shopping a thing of the past with the latest feature, Help Me Decide, that uses artificial intelligence to recommend the right product when shoppers can’t seem to pick one. The idea is to help shoppers who...

This Week in CX: Are We Designing Experiences or Frustrations?

Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news. This week, we highlighted how AI and digital trends are reshaping holiday shopping, customer experiences, dining habits, and health interactions. We are also discussing updates from the Wall Street...

Vodafone Spain and Twilio Bring Richer, Safer Customer Messaging to Businesses

Vodafone Spain has joined forces with Twilio to introduce Rich Communication Services (RCS) messaging to businesses across Spain, setting a new benchmark for digital engagement. The move aims to help companies replace static text messages with secure, interactive, and visually...

Bots, Budgets, and the New Holiday Hustle

The holiday shopping season has always been a little chaotic. This year, it’s just gone more digital. Instead of wandering through malls or scrolling endlessly for deals, millions of shoppers are letting artificial intelligence do the legwork. The bots are...

What Will Customer Experience Look Like in 2028?

Monday.com’s Elevate event is kicking off in London today and we’ll report back tomorrow on what’s going on and making waves in the world customer success and experience. One masterclass and paper being discussed is Quack AI’s, CX 2028, offering...

Poor Digital Experiences See 1-in-5 Health Insurance Policies Cancelled

The joy of easily signing up for a health, or other, insurance policy through a web form can soon be tempered by a poor customer experience on the other side of the welcome page. New research from Graphite Digital shows...

“There’s an AI Assistant for That”

In 2009, Apple’s catchphrase “There’s an app for that” perfectly summed up the digital world. Whether you needed a map, a meal plan, or a meditation timer, there was a dedicated app waiting in the store. But that once-iconic promise...