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Press Ganey Forsta Unveils AI-Powered Experience Platform for Insurers

Press Ganey Forsta has unveiled Insurance HX, a purpose-built platform designed to revolutionise how insurers listen to, understand, and respond to customers across their entire journey. This new solution is engineered to give insurance providers a sharper competitive edge by...

This Week in CX: Award-Winning CX and AI Trends to Watch

Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news. This week, we explored the latest in customer experience and AI innovation, from Istanbul Airport earning Level 5 ACI CX accreditation, to OpenAI introducing new safety guardrails for...

Four Times More Likely: Engaged Health Plan Members Drive Lasting Loyalty

A new insights report from Press Ganey uncovers the outsized impact of member engagement in health insurance. According to the findings, members who feel engaged are four times more likely to report positive experiences, 3.5 times more likely to recommend...

Job-Hopping? More Like Myth-Hopping

Despite the stereotype that Millennials and Gen Z employees can’t stay in one place for long, new research from the National Institute on Retirement Security (NIRS) shows otherwise. In fact, younger workers today display job tenure patterns strikingly similar to...

Hubspot Adds New Customer Support and Experience Agents

Hubspot’s INBOUND event is rolling on right now in San Francisco, with the usual keynotes, back-slapping and new features. Among the key news for the CX world, a number of new AI assistants are being rolled out in Breeze to...

AI Is Becoming a Financial Advisor, And High Earners Are Leading the Way

Trust in artificial intelligence as a tool for financial decision-making is growing rapidly, according to Raisin’s latest Summer Savings Series study. The research shows that nearly three in ten U.S. households earning more than $150,000 now use AI to guide...

The State of CX in Europe: What Businesses Need to Know to Deliver Excellent Experiences

In today’s hyper-competitive business environment, customer experience (CX) is no longer a ‘nice to have’ – it’s a critical differentiator across Europe. Consumers are clear about what they expect from the brands they engage with: fast, seamless, and personalised service...

Virgin Atlantic Taps Infobip to Deliver Frictionless Passenger Journeys

Virgin Atlantic has partnered with Infobip to enhance the check-in process for passengers travelling from London Heathrow, making it smoother and more efficient. Using Infobip’s Moments engagement platform, the airline is driving up online check-in rates while easing pressure on...

OpenAI Plans New Safety Guardrails for ChatGPT Amid Rising Concerns

OpenAI has announced a new wave of safety measures for ChatGPT, aiming to better protect vulnerable users and strengthen safeguards for teens. The company said Tuesday it will begin routing sensitive conversations to its advanced “reasoning models,” such as GPT-5-thinking,...

ICXA 2025 Finalist Istanbul Airport Gains Level 5 ACI Customer Experience Accreditation

As Turkey continues its boom as a tourism, cultural and business centre, iGA’s Istanbul Airport becomes Europe’s first airport to achieve Level 5 Airports Council International (ACI) Customer Experience Accreditation. A milestone achieved by blending Turkish hospitality with cutting-edge technology...