Archives

CXM Talks to Medallia’s CPO, Fabrice Martin, About the 2026 Evolution of Customer Experience

Effervescent Fabrice Martin recently joined Medallia as Chief Product Officer and CXM figured it would be a good time to sit down and find out how his adventure was going. In a time of rapid business change and market evolution,...

EXP KSA: Achieving CX Orchestration at Scale

Orchestration is moving from isolated touchpoints to holistic, connected journeys says New Metrics CXM spoke to Rami Haffar, Partner at New Metrics, at the recent Experience KSA event in Riyadh about how companies should approach their CX orchestration. The discussion explored how...

From Listening to Action – Medallia Redefines the Omni-Channel Experience

Listening is not enough, companies must act on what their customers are telling them says Medallia At Experience KSA, hosted by New Metrics in partnership with Medallia, Customer Experience Magazine caught up with Mark Boniface, Executive Advisor Global Alliances at Medallia,...

97% of Consumers Say Fraud Protection Is Their Top Priority in Choosing a Bank

Americans are growing uneasy about how fast artificial intelligence is being used to deceive them. From fake voices to phony bank reps, scams powered by AI are becoming so convincing that even cautious consumers are falling for them. A new study...

Leaders and Experts Speak Out on the Amazon AWS Outage

Having seen the real-world impact of Amazon’s AWS outage stretching to smart beds, games, business apps and beyond, the industry big wigs across vendors, CX and end users are chipping in with their views and advice. Avaya’s CEO, Patrick Dennis,...

Dining Out in the U.S. Is Becoming a Rarer, More Deliberate Occasion

Inflation, shifting priorities, and new digital habits are turning each restaurant visit into a more selective experience, one that must feel worth the time and cost. A new Reputation survey conducted with Nielsen, released to coincide with National Leave a Review...

Companies Are Pushing AI but Few Employees Know How to Use It

AI is showing up in offices faster than ever, but most people at work don’t feel ready to use it well. Even if they are, many of them admit they aren’t leveraging the tools to their full potential. A recent study...

“My Bed Won’t Tilt!” Lessons of the Amazon AWS Outage for Customer Experience

Among the gnashing of teeth and mockery on X (Twitter), one of the few services not affected by Amazon’s massive outage, “My bed won’t tilt” isn’t one of the complaints we were expecting to see in relation to yesterday’s Amazon...

Gartner’s Top 10 Strategy Tech Trends Hinge on AI and Impact CX

Research firm Gartner’s analysts have been playing with their crystal ball for a look into tomorrow’s must have tech features. In a move that will surprise no one, the latest list of technology trends for 2026, directly or indirectly, rely...

ArvatoConnect Statistics Highlight UK Digital Growth and Deficit Risks

Digital transformation remains the ongoing objective of many UK companies, and acts a strand of hope for many firms seeking to grasp the benefits of AI. A fresh report by ArvatoConnect finds that private sector digital transformation is growing at...