Archives

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...

When AI Starts Shopping for Us, Who Pays for the Mistakes?

At first, AI was just a helpful sidekick, suggesting gifts, comparing prices, maybe summarising a few reviews. Now that convenience is turning into something bigger: AI is starting to shop for us. A new study from Riskified, which surveyed more than...

IDC Delivers A MarketScape for European CCaaS

The global market is never a level playing field for contact centres. Even the European theatre has many variables and niches that make it a hard landscape to judge for buyers. Enter IDC with the research brand’s first European-focused CCaaS...

Employers and Patients Want Transparency and Better Tech From Healthcare

Both employers and patients are running out of patience with healthcare. The latest study from Zelis shows they’re asking for the same things: clear prices, simpler tools, and technology that works the way it should. The report, The State of the...

The UK Customer Experience Awards 2025 Rocks Wembley

Thursday, London. Above the hallowed turf at Wembley Stadium, the Awards International team were busy preparing for the 16th edition of the UK Customer Experience Awards, while watching the pitch being set for the weekend’s NFL clash between the Jacksonville...

The UK Customer Experience Awards 2025 Winners Are Revealed!

On October 16, 2025, Wembley Stadium played host to one of the UK’s most eagerly anticipated industry nights: the UK Customer Experience Awards. In a ceremony that celebrated the voice of the customer, the ingenuity of service design, and the...

Stop Asking Everything: The Employee Engagement Survey Questions That Matter Most

Plenty of companies listen to their employees. That’s not the problem. The issue is that they’re asking the wrong things. You can run engagement surveys all year, gather mountains of feedback, and still not know why people feel drained or disconnected....

This Week in CX: AI Risks, Workplace Safety, and Engagement Innovations

Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news. This week, we highlighted AI scams costing businesses millions, building psychological safety at work, and how voice-based AI could boost employee engagement. We are also discussing updates from the...

Tawuniya Shares the Importance of Top-Down CX Transformations

The CXM team are seeing more transformation stories coming from the Saudi region than ever before. This week, at Experience KSA – an experience management event organized by New Metrics in partnership with Medallia, Customer Experience Magazine spoke with HH Princess...