Archives

Retailers’ Holiday Wish? Enough Staff to Serve the Surge

The tinsel isn’t up yet, but for U.S. retailers, the holiday hustle has already begun, and so has the stress. Store leaders are entering the season hopeful for booming sales but anxious about a challenge that’s becoming as traditional as...

L’Oréal’s Noli, the AI-Powered Beauty Platform and Akeneo Deliver Personalised Retail Experiences

In the consumer space, AI is fast developing new ways to engage buyers. The latest example comes from L’Oréal backed AI-driven beauty shopping platform, Noli. It has started using Akeneo’s Product Information Management (PIM) solution to power a hyper-personalised product recommendation...

Apple’s iOS 26 Live Airline CX Features Taking Off

During its Worldwide Developer Conference, Apple announced an improved customer experience for iPhone-using airline customers. Offering live updates and boarding passes within iOS Wallet, the feature is now available from selected airlines, as the iOS upgrade is fully available. Alongside the...

Transforming Business Culture – Lessons from Ian Fishwick

Lessons on resilience, culture, and customer experience In a candid conversation on the CX Lore podcast, serial entrepreneur and business leader Ian Fishwick shared the highs and lows of his remarkable career — from building networks in the UK’s telecoms boom,...

Medallia Sees 30% Growth For its AI-Powered Experience Cloud

On the heels of appearances in Gartner’s voice of the customer platforms Magic Quadrant and wider industry recognition. Medallia has announced platform growth of over 30%, driven by AI-focused product innovation and fresh leadership. Last year, CEO Joe Tyrrell stepped down,...

Employee Engagement Ideas That Actually Work: Data-Backed Plays to Lift Retention, Productivity, and CX

Keeping people genuinely excited about their work is getting harder. Gallup says only about 21% of employees feel engaged right now, and that lack of connection costs companies an estimated $8.8–$8.9 trillion a year. It shows up as slow projects,...

This Week in CX: AI Agents Take the Lead

Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news. This week, we explored how Brits are turning to ChatGPT for their next pint spot, best practices for employee engagement surveys, and the gap between brand trust and...

Mind the Empathy Gap Before AI Makes It A Trench

New research from Zurich Insurance Group highlights the value of empathy in customer interactions, something that the rush to AI-enhanced systems could overlook. The report, Empathy: The Untapped Advantage Driving Business Growth & Loyalty  notes some 73% of consumers will avoid...

ServiceNow Puts AI at the Front Door of Work With New Enterprise Interface

ServiceNow has introduced AI Experience, a new multimodal interface designed to bring artificial intelligence directly into the flow of work. Described as a “conversational front door” to enterprise AI, the platform connects people, data, and workflows while embedding governance and...

AI Personas Guiding Food and Beverage Brands to Smarter Decisions, and Coffee

Every software vendor is touting their latest AI features and benefits, but at CXM we’re also starting to hear about the benefits from end user organisations, and hopefully among their customers. Take Stravito, launching AI Personas, an agentic AI tool...