Category: Customer Experience

UserTesting Rolls Out AI-Powered Verification to Bolster Trust in Customer Insights

UserTesting has introduced a new AI-driven fraud prevention capability, UserTesting Verified, aimed at helping enterprises ensure their customer research is based on genuine human feedback. The system blends machine learning with geolocation technology to improve data reliability, reduce fraudulent participation,...

EXA Winner Octopus Energy Keeps Fighting for A Greener Customer Experience

In the battleground of the energy provider market, there’s fierce competition to keep ahead of, and in, the news. Driving customer and prospect interest is a key part of any vibrant business. And recent UK EXA-award winner Octopus Energy continues...

Customer Experience Strategy: From Foundations to Future-Ready Digital CX

Customers today don’t buy products. They buy experiences. When those experiences disappoint, they’re quick to walk away. 1 in 3 will abandon a brand they used to love after just one bad interaction. On the other hand, companies with a...

Five9: Agentic AI Isn’t the Future of CX, It’s Already Here

AI in the contact centre has moved from hype to measurable outcomes. After years of experimentation and small-scale pilots, many organisations are now committing to enterprise-wide deployments. Jonathan Rosenberg, Chief Technology Officer and Head of AI at Five9, believes the timing...

Endless Cookie Alerts May Vanish as The EU Sees A Crumb of CX Sense

A blight on every browser, a pain for all businesses keeping up with the latest diktats, and annoying for the entire online universe. Confirming our cookie settings (again, and again, and again) has been a royal pain since the EU...

Q&A with Stephanie Ogulin

Customer experience has become an engine of growth, loyalty, and competitive differentiation. Yet creating seamless, human-centred experiences across complex organizations remains a challenge. Few understand this balancing act better than Stephanie Ogulin, MA CCXP, founder of transformXP and an accomplished...

The True Value of AI Revealed in Healthcare CX Automation

If you recall the chatbot era across the late 2010s-early 2020s, there was a rush of hype, hope and excitement. Then, a deafening silence as vendors and end-user businesses kept quiet on the end results, until sufficient data crept into...

Sorry, Mom: AI Wins When It Comes to Choosing Outfits

Nearly half of shoppers (45%) say they don’t care if a product recommendation comes from a human or from AI, as long as it fits their needs. That’s one of the headline findings from the State of Ecommerce 2025...

Cracker Barrel Results Highlight the Cost of Rebranding Gone Wrong

The pressure from marketing teams or agencies, year after year, for a rebrand, refresh or restyle is a constant in most larger companies. The chance to evolve, widen the audience, or reach out to Gen-Z can sound like a compelling...

CallTower Unveils Ascend Teams Contact Center: A New Era of CCaaS Innovation

CallTower has announced the release of its latest solution: Ascend Teams Contact Centre. Built to support the evolving requirements of today’s enterprises, this next-generation platform enables organisations to deliver superior customer interactions, optimise workflows, and gain actionable business intelligence—all directly...