Category: Customer Experience

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...

It Was Good To Talk: Highlights From CXM’s 2025 Interviews

From CEOs to CX professionals and those in the trenches in businesses around the world, CXM has interviewed a host of luminaries to gain CX insights at all levels of industry. These are some of our favourite chats, including those...

Predictive CX: How the Smartest Brands Solve Problems Before Customers Notice

Customers today don’t want faster replies. They want fewer reasons to reach out in the first place. For years, customer experience teams optimised around speed: shorter wait times, faster tickets, quicker resolution. But shaving minutes off a support interaction doesn’t...

USA Today Highlights America’s Best Customer Service Brands

Less an award and more a group hug, USA Today has published its roundup of best-performing customer experience brands, with some 600 companies recognised for delivering the best service. The headline summary according to the study by USA Today is...

What AI Really Did to Holiday CX

The 2025 holiday shopping season marked a turning point for customer experience. For the first time, artificial intelligence became a visible and frequent part of how customers searched, bought, tracked, returned, and resolved issues with their orders. According to the Liveops...

Five9 Appoints New CEO Following Mike Burkland’s Planned Transition

Five9 has appointed a new Chief Executive Officer, with the change taking effect on February 2, 2026. The company said the appointment is part of a planned transition, with long-time CEO Mike Burkland staying on the Board of Directors to...