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Economic uncertainty is reshaping healthcare and spending across U.S. generations

As economic pressures intensify in 2025, Americans across generations are thinking about how they spend, save, and plan for the future. From rising tariffs to surging living costs, the landscape is forcing hard choices, many of which have unexpected ripple...

Tech, teaching, and teens: UK expands facial recognition, boosts flexible work, and tackles youth unemployment

Facial recognition technology is rapidly expanding in UK policingLive facial recognition (LFR) is swiftly becoming widespread across England and Wales, with nearly 4.7 million faces scanned in the past year—double that of 2023. Police are investing heavily, with fixed cameras...

Five9’s Niki Hall discusses evolving contact centres in the Gen Z era

The contact centre market is one in flux with increasing demands for human services from end-users, and a business need for AI to deal with growing volumes of support issues to improve operational efficiency. Those supplying contact centre as a...

Know Me or Lose Me report highlights the cost of customer service slip-ups

UK Brands and businesses continue to shed loyalty and income due to poor customer service. Over half (53%) of UK businesses report losing millions in revenue due to poor customer experience, according to new research from AND Digital. The findings...

GDPR fines, AI fears, and vendor breakups: Irish businesses say trust is now a dealbreaker

Seven years after GDPR reshaped how businesses handle personal data, Irish firms are still struggling to get it right, despite nearly all of them claiming otherwise.A new report from SurveyMonkey, released to coincide with the regulation’s anniversary, finds that 58%...

Airship launches no-code tools for real-time, personalised CX

Airship has rolled out two new no-code capabilities, Branching and Custom Views, to give customer experience teams the power to build rich, personalised journeys without writing a single line of code.The updates are part of the Airship Experience Platform...

How Landmark Information Group rebuilt trust, redefined CX, and won gold along the way

When Landmark Information Group, a land and property data supplier, launched its much-anticipated product upgrade six years ago, the expectation was to elevate a trusted legacy into a more modern, tech-forward future. What followed, however, was something no one anticipated—a...

Your next coworker might be an AI avatar

A new report from Colossyan is painting a vivid picture of the future workplace—and it includes AI avatars in the starring role. According to the State of AI Avatars Report, 91% of U.S. workers believe AI avatars can help boost...

58% of Brits will ditch a brand for a bad app—here’s why

Amplitude has released a new study revealing just how critical a seamless mobile app experience is to maintaining brand loyalty in the UK. According to the study, which surveyed 2,000 UK smartphone users, over half of consumers (58%) would consider...

This week in CX: lost items, AI breaches & summer travel realities

Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news.This week, we’ve explored a range of stories shaping consumer trust and travel, from shifting expectations in summer travel to digital scepticism, and the evolving airport experience at...