Category: Customer Experience

75% of Customers Say AI Support Is Fast but Still Frustrating

AI customer service got noticeably faster in 2025. Yet for many customers, that speed came at a cost. According to Glance’s newly released 2026 CX Trends Report, 75% of consumers say they’ve received a quick, AI-driven response that still left them...

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...

The Words of the Year Are Marketing and CX Warnings, Not Business Objectives

Among the endless end-of-year listicles and key insights like Cloud Dancer as Pantone’s colour of the year, there are plenty of valuable warning signs for marketing and customer experience teams. While cloud dancer (image) might hint at calm and order,...

Report: Why Traditional Loyalty Metrics Are Losing Their Predictive Power for Finance Companies

The CXM festive advent calendar continues to reveal report after report about all things customer experience and loyalty, with no sign of a liqueur-filled chocolate. The latest comes from US insight house Support EXP providing a new executive insight report,...

British Airways CEO Warns of a Future Where Brands Get Ignored

British Airways is preparing for a future where customers may no longer choose airlines at all. Instead, AI agents could do it for them, deciding which flights to book and which brands never even appear. Speaking at Globant’s Converge 2025 event...

Freshworks Acquires FireHydrant to Strengthen AI-Driven IT Operations

Freshworks is expanding its IT operations capabilities with the acquisition of FireHydrant, an AI-powered incident management and reliability platform. The move brings incident response and reliability engineering closer to IT service management, as organisations look for faster ways to detect,...

How One Phone Call Changed Lives – Human-Centred CX at Age UK

Customer experience is often defined in terms of efficiency, journeys, and transactions. However, in some cases, it serves as a vital support system rather than a sales tool. But what happens when CX isn’t about selling a product — and...

PCI Pal Speeds Up MCP Support to Secure Payments in AI Conversations

PCI Pal has announced plans to fast-track support for Model Context Protocol (MCP), a new open standard that helps conversational AI systems connect safely with external services. The update, expected to be available in the coming months, aims to help...

What Consumer Electronics Show 2026 Will Show Us About the Future of CX

As soon as we get back from the New Year break, all bleary eyes will be on Las Vegas where the ever-popular Consumer Electronics Show (CES) will kick off. The massive Consumer Technology Association show highlights the latest in gadgets,...

Customer Experience Attracted More Investment and M&A Activity in 2025

We’ve covered plenty of updates from investment side of the CX and AI worlds this year. But, with a spot of digging into the depths of the venture capital scene, we’ve found many more new and scaling products and services....