Customer Experience

Americans ready to lawyer up against AI mistakes

The honeymoon phase with AI is over. Americans want accountability, and they’re ready to take legal action. A new study by Pearl.com, an AI-powered search platform, reveals that 57% of U.S. adults believe AI platforms should be legally responsible for...

Quiq and Carahsoft unite to make government chatbots smarter

Citizens and students may soon find their online interactions with government agencies and academic institutions feeling a little less frustrating, thanks to a new partnership between AI firm Quiq and IT solutions provider Carahsoft. Under the deal, Carahsoft will distribute Quiq’s...

HyperAR brings true indoor navigation for great CX and EX

The laughable quality of interior GPS and mobile reception in some places has left big gaps in indoor navigation. Gaps that even the major map applications struggle to fill. Soon shops, colleges and enterprises can finally show guests or customers...

Asian banks experiment with remote customer service robots

British high-street banks continue to close at an alarming rate. As usual, Japan is showing a way forward with robots working as assistants to deal with customer service queries when an in-branch visit is essential. In Japan, Mizuho Bank in...

Struggling with AI? Add the human touch, says SupportNinja

The rapid advancement of AI has ushered in an era of possibilities for businesses, particularly in the domain of customer experience. While the potential for AI to streamline processes, personalise interactions and enhance efficiency is undeniable, the critical question remains:...

CX at large: travels of a globetrotting consultant

Welcome to the first post in CXM’s new regular series. A CX-inspired travelogue that keeps tabs on customer experience practitioners as they deliver their services to businesses around the world. First up is Ian Golding, a long-time friend of CXM...

Ulta Beauty selects Lucky to provide real-time product access to customers

Lucky, an e-commerce analytics company, has announced a partnership with Ulta Beauty, the largest speciality beauty retailer in the United States, to enhance the omnichannel shopping experience for consumers. The collaboration will enable beauty brands to connect their Direct-To-Consumer (DTC)...

New report exposes healthcare’s biggest dealbreakers

Patients are no longer just patients. They’re consumers with high expectations, and they won’t hesitate to walk away from healthcare providers who don’t meet them. A new report from Press Ganey reveals that barriers like frustrating scheduling, unreliable online information,...

Silos are the root cause of your customer experience challenges 

Chances are you work for an organisation that considers itself “customer centric.” In 2025, most organisations have figured out that building experiences that put the customer first is one of the best ways to create lasting customer loyalty and earn...

72% of executives bet big on language technology for 2025

A staggering 72% of executives are gearing up to integrate artificial intelligence (AI) into their businesses by 2025, according to a new report from DeepL. The report, titled “The Language Revolution: How AI Improves the Way Businesses Communicate,” reveals that...

Taskrabbit and IKEA partner to simplify furniture assembly for customers

Same-day service platform Taskrabbit is expanding its partnership with IKEA to offer a fully integrated furniture assembly solution for customers. The new collaboration enables IKEA shoppers to book and pay for Taskrabbit assembly services directly at the time of purchase,...

Pega’s new system promises AI agent reliability over chaos

Pegasystems is set to change the game in AI agent reliability with its newly announced Pega Agent Experience (Pega AgentX), a suite of API capabilities designed to transform workflows into dynamic orchestration engines for AI agents. The solution aims to...