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Amazon CEO’s push for “remarkable customer experiences”

In his annual letter to Amazon investors, the company’s CEO, Andy Jassy, notes several key innovations for customer experience on the back of $638 billion in revenue, up 11% on the previous year.“Apart from the financial results, we made...

AI won’t save your CX processes. It’s time for a more thoughtful approach to customer experience

There can be no mistake: artificial intelligence has taken the world by storm. We are currently witnessing the proliferation of a technology capable of transforming every industry. But transformational changes like this are a year’s long process. And too many...

Digital gift cards get smarter, but retailers don’t

U.S. merchants are levelling up their digital gift card programmes, but a new report reveals they’re still falling short on AI innovation and social media strategy.Blackhawk Network (BHN), in partnership with NAPCO Research, has released its 8th annual Digital Gift...

Global study warns: Generic marketing turns buyers off

“If you don’t know me, don’t message me.”That’s what most people think when it comes to unrelatable brand communication.According to Attentive’s 2025 Consumer Trends Report, 81% of consumers now ignore irrelevant marketing and a quarter say bad messaging makes them...

Nebula and Cirrus integrate for a cloud-native comms and customer engagement solution

The hyper-competitive market for contact centre business sees more firms likely to align, acquire or copy in the quest for market share. Nebula and Cirrus are the latest to take this route, announcing a joint technical alliance.The result sees the...

This week in CX: is retail evolving faster than we can see?

Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news.This week, we explored the push for the revolution of in-store retail, the need for AI in customer-centric organisations, and how helping customers is the priority now more...

USCXA winner ParkHub rebrands as JustPark

ParkHub, the go-to event parking platform across North America, has officially rebranded as JustPark, marking the next chapter in its global takeover following its April 2024 merger with the UK parking app giant.The new JustPark brand is a full integration...

New Black Mirror series and game remind us, what happened to gamification?

The arrival of the seventh series of Black Mirror on Netflix and a fun mobile game, Thronglets, from the warped mind of Charlie Brooker is a key entertainment highlight for any nerd and tech lover. The launch of Thronglets also...

How bold office design tempts employees back to the workplace

The employee experience has been through many volatile cycles in recent years, from the crazy startup years to COVID and now the return-to-office (RTO) drive via various leadership mandates is picking up the pace.One solution for businesses facing the office...

Emotions, not bargains, keep customers loyal

In a retail world obsessed with flash sales and coupon codes, a new study suggests something far more powerful is winning hearts and wallets. According to research by Bloomreach and EMARKETER, emotional resonance is now the biggest driver of customer...