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Microfeedback, Automated Conversations and RCS: 2026 Predictions Across the Customer Experience Sphere

As the news email in-tray and slew of CX events slows down for Thanksgiving and the holidays, they are replaced by the pitter-patter of not-so-tiny predictions. Ideas of how 2026 will turn out, and what businesses need to do to...

UK Shoppers Turn to Second-Hand and Cheaper Delivery in Response to Rising Costs

Retailers preparing for Black Friday and Christmas are facing a customer base they no longer entirely recognise. ShipStation’s latest survey suggests that rising costs have pushed shoppers into building entirely new habits. Many of those habits now favour second-hand goods,...

DHL Posts HappyRobot’s AI Agents to Support Live Supply Chain Operations

AI agents are all over the news and learning fast in today’s fast-moving organisations. Yet, there are still plenty of firms on the fence over safety, security and reliability. If an organisation like DHL Supply Chain, with a globe-spanning logistics...

Brands Lose Customers the Second Product Information Stops Making Sense

Shoppers are becoming far more decisive and far less forgiving when product information fails to meet their expectations. New findings from Akeneo’s 2025 PX Pulse survey reveal that the moment product details become confusing, incomplete, or inconsistent, customers leave. They...

The Interface That Speaks

Every evolution starts quietly: a new habit, a new expectation. One day, we stopped clicking and started touching. Now, we are about to stop touching and start talking. The web gave brands their first digital voice, a virtual shop window that allowed...

Friendly Fraud: The Fastest-Growing CX Problem in Digital Commerce

It might be tempting to dismiss the phrase as a paradox: “fraud” that’s “friendly”? Yet for merchants, it is anything but benign. Friendly fraud (sometimes tagged as “chargeback fraud” or first-party misuse) refers to situations where a customer makes a...

ICXA 25: Ben Phillips Highlights the ‘Frontline Gap’

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“We are making physical spaces digital” – Mike Debnar on CX in Retail

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ICXA 25: Claire Bristowe Wins CX Leader of the Year!

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CXM talks to analyst Justin Robbins at Contact Centre Expo about the types value users focus on

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