Archives

Customers crave real human help as brands fall short on experience expectations

A recent InMoment reveals a troubling gap between customer expectations and brand performance, highlighting that many businesses are still missing the mark despite heavy investment in automation and AI. As many as 81% of respondents say they still need to...

Nokia improves bandwidth for better big-event CX

Do you still get that sinking feeling at big events when your latest 5G phone’s bandwidth slowly evaporates as the stadium or field fills up with everyone checking in and snapping group selfies? And then the payments won’t go...

Major UK retailers slammed for inaccessible websites ahead of new EU rules

The UK’s biggest retailers are falling short on digital accessibility, with a new global study revealing that many shopping websites are failing to meet even basic standards for disabled users.The 2025 WebAIM Million report, which analyses the accessibility of the...

Amazon CEO’s push for “remarkable customer experiences”

In his annual letter to Amazon investors, the company’s CEO, Andy Jassy, notes several key innovations for customer experience on the back of $638 billion in revenue, up 11% on the previous year.“Apart from the financial results, we made...

AI won’t save your CX processes. It’s time for a more thoughtful approach to customer experience

There can be no mistake: artificial intelligence has taken the world by storm. We are currently witnessing the proliferation of a technology capable of transforming every industry. But transformational changes like this are a year’s long process. And too many...

Digital gift cards get smarter, but retailers don’t

U.S. merchants are levelling up their digital gift card programmes, but a new report reveals they’re still falling short on AI innovation and social media strategy.Blackhawk Network (BHN), in partnership with NAPCO Research, has released its 8th annual Digital Gift...

Global study warns: Generic marketing turns buyers off

“If you don’t know me, don’t message me.”That’s what most people think when it comes to unrelatable brand communication.According to Attentive’s 2025 Consumer Trends Report, 81% of consumers now ignore irrelevant marketing and a quarter say bad messaging makes them...

Nebula and Cirrus integrate for a cloud-native comms and customer engagement solution

The hyper-competitive market for contact centre business sees more firms likely to align, acquire or copy in the quest for market share. Nebula and Cirrus are the latest to take this route, announcing a joint technical alliance.The result sees the...

This week in CX: is retail evolving faster than we can see?

Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news.This week, we explored the push for the revolution of in-store retail, the need for AI in customer-centric organisations, and how helping customers is the priority now more...

USCXA winner ParkHub rebrands as JustPark

ParkHub, the go-to event parking platform across North America, has officially rebranded as JustPark, marking the next chapter in its global takeover following its April 2024 merger with the UK parking app giant.The new JustPark brand is a full integration...