Archives

HyperAR brings true indoor navigation for great CX and EX

The laughable quality of interior GPS and mobile reception in some places has left big gaps in indoor navigation. Gaps that even the major map applications struggle to fill. Soon shops, colleges and enterprises can finally show guests or customers...

Asian banks experiment with remote customer service robots

British high-street banks continue to close at an alarming rate. As usual, Japan is showing a way forward with robots working as assistants to deal with customer service queries when an in-branch visit is essential. In Japan, Mizuho Bank in...

Struggling with AI? Add the human touch, says SupportNinja

The rapid advancement of AI has ushered in an era of possibilities for businesses, particularly in the domain of customer experience. While the potential for AI to streamline processes, personalise interactions and enhance efficiency is undeniable, the critical question remains:...

The modern workplace: forced office returns, pretty privilege, and gen Z’s self-diagnosis

UK workers face increasing office attendance mandates Nearly 90% of UK workers are now required to come into the office more frequently, according to Virgin Media O2’s latest report. Most employees must attend on Mondays and Wednesdays, with nearly half also...

CX at large: travels of a globetrotting consultant

Welcome to the first post in CXM’s new regular series. A CX-inspired travelogue that keeps tabs on customer experience practitioners as they deliver their services to businesses around the world. First up is Ian Golding, a long-time friend of CXM...

Ulta Beauty selects Lucky to provide real-time product access to customers

Lucky, an e-commerce analytics company, has announced a partnership with Ulta Beauty, the largest speciality beauty retailer in the United States, to enhance the omnichannel shopping experience for consumers. The collaboration will enable beauty brands to connect their Direct-To-Consumer (DTC)...

New report exposes healthcare’s biggest dealbreakers

Patients are no longer just patients. They’re consumers with high expectations, and they won’t hesitate to walk away from healthcare providers who don’t meet them. A new report from Press Ganey reveals that barriers like frustrating scheduling, unreliable online information,...

Silos are the root cause of your customer experience challenges 

Chances are you work for an organisation that considers itself “customer centric.” In 2025, most organisations have figured out that building experiences that put the customer first is one of the best ways to create lasting customer loyalty and earn...

Gen Z employees push for less office time, embrace remote work

A new study by The Times revealed that only 10% of Generation Z employees (ages 18-27) are interested in working full-time in the office, and more than half admit they feel less industrious than older generations.The study focused on the...

72% of executives bet big on language technology for 2025

A staggering 72% of executives are gearing up to integrate artificial intelligence (AI) into their businesses by 2025, according to a new report from DeepL. The report, titled “The Language Revolution: How AI Improves the Way Businesses Communicate,” reveals that...