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easyJet Taps Emplifi to Boost CX

CX and social media marketing platform Emplifi has partnered with easyJet to strengthen the airline’s customer care operations across social media, using AI-powered tools to improve response times and service consistency. The collaboration will see easyJet adopt Emplifi’s customer care platform,...

AI Is Racing Ahead of Employee Confidence, Survey Reveals

AI has been promised as the great unlock for productivity. Faster workflows, smarter scheduling, and less admin for overstretched teams. However, the reality is vastly different. UKG’s new 2026 workforce outlook suggests something much simpler is holding companies back: trust. The HR...

Inside DVLA’s Quiet AI Revolution

When the Driver and Vehicle Licensing Agency decided to overhaul its customer-service operation, it did so without fanfare. There was no flashy launch, no breathless tech campaign, no sweeping promises about “reinventing the public sector.” Instead, DVLA embarked on a multi-year...

Selectour and Kleio’s Conversational AI Launches Agentic Travel Commerce

After a hard year’s work embedding across huge numbers of businesses, it looks like AI is taking a well-earned holiday with Selectour. The French independent travel agency has added AI to its customer website Selectour.com, and set it to work...

Thoma Bravo Finalises Verint Takeover

Thoma Bravo has officially completed its acquisition of Verint, closing the deal on November 26, 2025 and moving ahead with its plan to merge the CX automation provider with portfolio company Calabrio, which it acquired in 2021. The transaction brings together...

Interview: International Customer Experience Awards’ CX Leader of the Year, Claire Bristowe

While we’re starting to look forward to next year’s awards, the after glow of the recent ceremonies is still bright. CXM sat down with Aegon UK’s Claire Bristowe who looked in complete shock when named as CX Leader of...

Enterprises Are Pouring Money Into AI They Don’t Trust

Big AI budgets are becoming the norm across enterprise tech, even as confidence in autonomous systems remains hard to find. New research from Workato surveyed more than 600 technology decision-makers and found that only 6% currently trust agentic AI to handle...

The US Customer Experience Awards 2026 is Now Open 

The US Customer Experience Awards 2026 is Now Open   The US Customer Experience Awards (USCXA) entries are now OPEN! Organised by Awards International, in partnership with CXM, the USCXA programme invites companies and organisations across all sectors to showcase their most...

Customer Experience Fails of 2025; Hacks, IT Failures, Management and Human Error

For all the CX success stories, there have been plenty of failures across the year. Not all were headline-worthy, but these fails act as a salutary warning to businesses, typically those over-reliant on their software and AI services. We’ve already...

27% of U.S. Workers Would Rather Get a Root Canal Than Attend the Office Holiday Party

This December, plenty of workers would rather book a dentist appointment than open an office holiday party invite. Apparently, mandatory cheer doesn’t land the way it used to. New national research conducted by Censuswide on behalf of social-connection nonprofit Sunny found...