Category: Customer Experience

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...

Empathetic CX: How Customer Sentiment and Customer Emotion Impact Loyalty, Revenue, and Reputation

A phone rings in your contact centre. It gets answered in under 30 seconds. The customer issue is resolved quickly. On paper, the metrics are perfect. But later? That same customer posts a frustrated review about feeling unheard. In today’s world, moving...

Digital Exhaust: The Behaviour Customers Leave Behind

Digital exhaust is one of the most consequential data streams in modern business strategy, precisely because most organisations generate it in vast quantities and, until recently, treated it as an afterthought. It’s important for customer experience (CX) leaders to understand...

Americans Spent More This Holiday Season, Across Stores, Screens, and Experiences

Holiday spending in the U.S. went up this year compared to last, even as people felt more uneasy about the economy. According to new data from Visa and Klarna, shoppers were still willing to spend, but they were more careful...

Healthcare Is Done Experimenting With AI

Healthcare organisations are no longer asking whether AI belongs in their operations. That question has been answered. The real question now is whether AI can deliver results quickly, safely, and without disrupting already strained systems. A new executive outlook report from...

The Customer Experience Highlights of 2025

2025 has been a tumultuous year for customer experience, but as we end the year it is time to focus on the positive outcomes across the business landscape and at the sharp end where consumers and customers need the industry...

Oracle-led Investor Group Saves TikTok from the US Ban

After years of political pressure, legal uncertainty and repeated deadline extensions, TikTok’s future in the United States has finally been stabilised. A new investor-led group, fronted by Oracle, will take control of TikTok’s U.S. operations, allowing the platform to continue...

The Modern IVR System Isn’t a Phone Menu – It’s a CX Strategy

For years, people treated the IVR System like aging infrastructure. It was necessary, a little annoying, and probably ripe for retirement, but the obituary was premature. What used to be a simple “press 1” traffic director has quietly evolved into...