Category: Customer Experience

Retail Getting Phygital in 2026 With Stronger Customer Connections

Phygital is yet another buzzword that’s coming around for a fresh lease of life thanks to the rise of AI and mixed reality across retail and consumer technology. Verizon’s Global Head of Retail, James Hughes is first out of the...

Consumer Electronics Show Highlights New AI-Powered Gadgets, Complicating Future CX Interactions

All eyes are on Las Vegas this week as the next-generations of consumer goods, from cars to refrigerators, smartphones to TVs and other gadgets all adopt AI to change how consumers perceive technology, interact with it, and how that changes...

CXMStars Returns — 2026 Edition Now Open! 

Customer Experience Magazine is thrilled to announce that CXMStars™️ 2026 is officially open for entries! Now in its seventh year, CXMStars™️ returns to recognise and celebrate the most inspiring customer experience (CX) professionals and thought leaders from around the world. This is...

Freshworks Closes FireHydrant Acquisition Adding AI-Powered IT Support

Late last year, Freshworks announced it was acquiring FireHydrant, a deal that has now closed as the big wigs return from holiday to complete final due diligence and sign-offs. The IT service operations management provider becomes a part of the...

2025 Was About Agentic AI. What Comes Next?

2025 was the year artificial intelligence moved deeper into doing. What began as a promise of autonomous agents in research papers and visionary roadmaps became a tangible force in customer experience, enterprise automation, and strategic toolkits across industries. “Agentic AI” describes...

Tesco Plans Customer Experience Boost With New AI Partnership

Tesco has been on a major customer experience push in recent years, working with a range of partners, like Eagle AI, to deliver new experiences in-store, online and for Clubcard shoppers. Having doubled the size of its technology team over...

The Difference Between Customer Service and Customer Experience That’s Quietly Costing You Customers

If you’ve ever sat in a meeting where half the room said, “We need a better customer experience” and the other half replied, “We just hired more agents…”, you already know the problem. Inside most organisations, the difference between customer service...

CX Analyst Highlights and Expectations for 2026

The analyst class had a busy 2025 rushing to fit the fast-moving AI puzzle pieces into the customer and employee experience jigsaw. Forrester’s Total Experience Score proved an interesting way to align brand and CX for improved results, while Gartner...

Unified Customer Experience: The Evolution of Omnichannel

More channels don’t fix broken journeys. A single operating spine does; the kind that connects data (what’s known), decisioning (what happens next), and design (how it feels). When that spine is in place, organisations deliver a unified customer experience that...

Customer Experience 2025 Events Roundup, and the Big Shows Coming Your Way in 2026

2025 was a busy year for customer experience events. Analyst firms, vendors, experts and end-user markets all welcomed CXM to listen to the great and good speak, and show off the latest software and technology. And we’re revving up for...