Archives

The True Value of AI Revealed in Healthcare CX Automation

If you recall the chatbot era across the late 2010s-early 2020s, there was a rush of hype, hope and excitement. Then, a deafening silence as vendors and end-user businesses kept quiet on the end results, until sufficient data crept into...

Zoomtopia 2025: AI Companion 3.0, Bringing Agentic AI to Work and Customer Experience

Zoom announced the arrival of AI Companion 3.0, the latest iteration of its intelligent assistant designed to weave agentic AI across every corner of its platform, at its flagship event, Zoomtopia 2025. More than just an assistant, AI Companion 3.0 is...

Dishoom Spices up the EXA25 Awards, Wins Best Employee Experience Journey

The UK Employee Experience Awards (#UKEXA25) might be heavy on big business and digital companies, with weighty expectations. But there were plenty of nominees at the Hilton Hotel event to add some delight and surprise to proceedings. One such winner was...

Sorry, Mom: AI Wins When It Comes to Choosing Outfits

Nearly half of shoppers (45%) say they don’t care if a product recommendation comes from a human or from AI, as long as it fits their needs. That’s one of the headline findings from the State of Ecommerce 2025...

NatWest Proves Listening to Employees Pays Off at the UK Employee Experience Awards ’25

NatWest has been recognised with the gold award in the Best Employee Insight & Feedback category at the UK Employee Experience Awards 2025. The win reflects how the bank listens to its 63,000 employees across the globe and translates their...

Kirsty Murphy of Alternative Futures Group Named UK EXA ’25 Leader of the Year

The UK Employee Experience Awards 2025 celebrated outstanding leadership in people strategy and workplace culture, with Kirsty Murphy, Chief People Officer and Chief Operating Officer at Alternative Futures Group, taking home the coveted Leader of the Year award. Murphy has guided...

Cracker Barrel Results Highlight the Cost of Rebranding Gone Wrong

The pressure from marketing teams or agencies, year after year, for a rebrand, refresh or restyle is a constant in most larger companies. The chance to evolve, widen the audience, or reach out to Gen-Z can sound like a compelling...

CallTower Unveils Ascend Teams Contact Center: A New Era of CCaaS Innovation

CallTower has announced the release of its latest solution: Ascend Teams Contact Centre. Built to support the evolving requirements of today’s enterprises, this next-generation platform enables organisations to deliver superior customer interactions, optimise workflows, and gain actionable business intelligence—all directly...

This Week in CX: AI Challenges, Gen Z Habits, BNPL Risks

Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news. This week, we explored why CX leaders still struggle to turn AI investments into results, why more than half of Gen Z check employer social media before applying,...

Work Platform monday.com Expands AI-Powered Agents, CRM Suite and Enterprise Capabilities

Rolling out a raft of new features at its Elevate New York event, monday.com continues to building on its AI foundation, with a new agent builder, monday agents, and three new AI capabilities, monday magic, monday vibe, and monday sidekick....