Category: Customer Experience

AI Is Resetting the Role of Research Inside Modern Organisations, Survey Reveals

Market research is entering a phase where influence inside organisations is no longer earned through tenure, experience, or process discipline. According to Qualtrics’ new 2026 Market Research Trends report, the real dividing line is whether teams have moved beyond basic...

The AI Bubble and What It Could Mean For the Customer Experience Market

The rush to build and deliver AI from tech giants, OS providers, customer experience vendors and the endless me-too players is a natural cause for business concern. But is it creating a tech-threatening bubble? The huge amounts of electrical energy,...

Freshworks Updates Freddy AI with New Vertical Agents

Launched back in the early summer, Freddy AI has been getting his feet under Freshworks users’ desks for some time now. Now Freshworks has announced major updates to both its CX and IT product lines. The broader push aims to...

What Happens When Insight Stops Sitting on a Shelf? Viasat Found Out

Behind Viasat’s gold win for Best Innovation in CX at the UK Customer Experience Awards 2025 is a simple but striking question: what happens when a company with thousands of insight reports finally unlocks all of them for every employee,...

AI Can Help Customers Shop but Flexible Payments Help Them Stay

Holiday shopping always reflects the mood of the moment, and this year that mood is split between curiosity and caution. Shoppers are leaning into technology in ways that would have seemed unlikely only a few seasons ago — asking AI for...

PayPal+ Delivers Free Loyalty Scheme for UK Online and In-Store Shoppers

Loyalty programs have been around forever, and are regularly tweaked to meet the changing needs of customers. But a major all-new scheme is a rare beast. Enter PayPal with PayPal+, aiming to shake up shopping for UK consumers. The new...

Newell Brands’ Customer Experience Centre Strengthens Retail Partnerships and Showcases Innovation

Customer Experience Centres are popping up all over the place at the moment. There one for Mercedes Benz Trucks in Germany, and another coming soon to the UK from Chinese auto firm AION soon. Popping up on the other side...

Celebrating the Glitz and Glamour From the International Customer Experience Awards 2025

Starting at a tangent, depending on who you believe, businesses with a strong sense of customer belonging enjoy a five-to-six times revenue growth rate compared to others. Purely coincidentally; the impossibly, effortlessly, glamourous Italian couple leaving the Park Plaza London...

RCS in CX: How RCS Business Messaging Pays Off for Customer Experience Leaders

Remember when texting a company felt like sending a note into the void? It all started with SMS: short, boxy, but dependable. Somehow, that simple ping became the backbone of customer communication before anyone realized it. Then MMS added pictures. Then...

Meet the Winners of International Customer Experience Awards 2025

The International Customer Experience Awards 2025 delivered one of the most dynamic ceremonies in the programme’s history. Hundreds of CX leaders gathered to recognise work that didn’t just improve customer interactions, but completely transformed the way organisations think, operate and...