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Tourism declines, spending slows, and drivers push back: the economic impact of UK policy and tech

UK tourism hit by policy changes, says WTTThe UK tourism industry is under fire as international visitor spending fell by over £2bn in 2024 compared to pre-pandemic levels. The World Travel and Tourism Council (WTTC) blames government policies, including scrapping...

This week in CX: the accessibility wake-up call and AI’s rising role

Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news.This week, we’ve explored the state of mobile app accessibility and the urgent need for improvement, the rising expectations around video content, and how AI is reshaping predictive...

Neurodiversity and the customer/employee experience

In the wake of DEI rollbacks and that crushing feeling the world is recessing at an alarming pace, seeing designers, brands and employers continue to improve the experience for neurodiverse people is a refreshing positive.In many cases, the challenge is...

Gong redefines revenue AI with purpose-built AI agents

Many are turning to AI for support as revenue teams face increasing pressure to move faster, personalise experiences, and make smarter decisions.Gong has launched over a dozen specialised AI agents for revenue teams. Built on over a decade of customer...

Design darling Figma confidentially files for IPO after Adobe deal goes bust

The cloud-based design platform Figma has quietly filed for a U.S. IPO, setting the stage for one of the most closely watched tech listings since the market cooled off in late 2021.The move comes more than a year after Adobe’s...

American Airlines promises free Wi-Fi for loyalty members to elevate in-flight experience

American Airlines has announced it will offer free in-flight Wi-Fi to AAdvantage loyalty programme members on more than two million flights annually starting January 2026, in partnership with AT&T.The move is part of a wider push to enhance the customer...

JFK’s new T4 design ramps up the airport customer experience

Work contines on the rebuild and redesign of JFK Airport Terminal 4 to deliver a great new customer experience for passengers.Behind the redesign, Designit, Wipro Limited’s experience innovation business is working on the next phase of its work, working with...

Diners abandon longtime favourites for better taste and lower prices

America’s once-loyal fast food fans are moving on and they’re not looking back.According to Tillster’s 2025 Phygital Index Report, 33% of diners say their favourite restaurant changed in the past year. The main culprits for this are “better food” and...

Salesforce’s Agentforce is driving AI adoption in UK businesses, says ISG

AI-driven automation is becoming a core part of Salesforce’s UK offerings, according to a new research report from technology advisory firm ISG. The 2025 ISG Provider Lens Salesforce Ecosystem Partners report finds that the company’s Agentforce platform, enabling fully autonomous...

LearnUpon launches Learning Journeys to power personalised learning at scale

LearnUpon has announced the launch of its newest feature, Learning Journeys, which aims to transform how organisations deliver training. This addition is designed to help businesses offer personalised, timely, targeted learning experiences while minimising administrative burden.As personalisation becomes increasingly critical...