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Exploring SE Asian Customer Experience B2B Maturity and Reaction to AI

Reports highlighting the evolution of CX are coming thick and fast from the business and consumer hot beds of Asia. Customer experience comes in many flavours around the world, and a new European Customer Experience Organisation (EXCO) report explores the...

Riyadh Air to Become ‘World’s First AI-Native Airline’, Powered by IBM

Riyadh Air has announced a partnership with IBM that will see the Saudi Arabian carrier become what it claims is “the world’s first AI-native airline”, building its operations entirely around AI from launch rather than layering technology onto legacy systems....

Hospitality Growing AI Super Powers in 2026 for Better Customer Experiences

We’ve already taken a look at how AI will shape up many markets in 2026, with insights from around the business world. In the hospitality sector, the barrage of insights and pace of change merits its own article, with revolution...

2026 Predictions: The Year AI Turns Nasty and Makes Us Lazy?

2025 goes out with an increasingly nasty smell around AI. First, there’s the ongoing risk of a bubble and crash among the major providers. And, this week, memory manufacturer Micron announced the closure of its popular, if niche, consumer/performance provider...

US Provider My Country Mobile Aims to Shake up the Global CCaaS Market

My Country Mobile (MCM), a wholesale voice and AI-native cloud communications provider, is stepping up its game in the contact centre operations market. The company has announced a strategic pivot toward forming partnerships with global customer-facing players including, Mobile Network...

ChatGPT Launched a Shopping Research Feature and People Have Mixed Feelings

OpenAI has launched a new shopping research feature inside ChatGPT, turning the AI assistant into a product-finding and comparison tool in time for the holiday rush. The feature is rolling out on web and mobile for logged-in users across all plans...

Salesforce Says AI Agents Are Already Running Customer Experience

Salesforce opened its Q3 2026 earnings call by stating that AI agents are actively running customer experience inside some of the world’s largest organisations. Speaking alongside engineering, sales and finance executives, CEO Marc Benioff described a shift from isolated automation pilots...

KPMG’s Customer Experience Excellence Report Highlights Global CX Trends

KPMG has just published its 2025-26 report on customer experience excellence. It naturally focuses on the rise of agentic AI across the traditional areas of CX principles, based on over 80,000 interviews across 2,600+ brands. The 46-page report, badged as “Redefining...

RCS Takes the Lead in Customer Communication This Black Friday

Black Friday inboxes and message feeds looked very different this year. Instead of receiving discount alerts, shoppers were scrolling through interactive cards, tapping product carousels, and exchanging two-way messages with brands inside their native messaging apps. That shift was driven...

How the Winter Olympics is Bringing AI-Powered Customer Experiences to A New Audience 

The Winter Olympics is a sporting spectacle with a huge chain of customers. From the host nation, global broadcasters, competitors, technology sponsors and advertisers all the way down to us mortals watching at home. With two months to go until the...