Category: Customer Experience

This Year, Holiday Shopping Belongs to the Algorithm

There was a time when choosing the right gift meant paying attention. Listening for hints, remembering preferences, and trying to surprise someone you cared about. This year, for many shoppers, that decision-making will be outsourced to something less sentimental, an...

Wellness Is the New CX Strategy

Great customer experience depends on frontline workers being adaptable, resilient, and empathic. This assertion isn’t just a hunch or a common-sense assumption. It’s backed up by data. And it’s why I say wellness is the new CX strategy. Let’s start with the...

Self-Service AI May Cost Brands Consumer Trust, Report Warns

The promise of generative AI in customer service has dazzled executives across industries. However, according to Forrester’s 2026 B2C Marketing, CX, and Digital Business Predictions, the race to automate could do more harm than good. The research firm expects that...

Gartner’s Magic Quadrant for CRM Customer Engagement Center Boosts Zendesk from Visionary to Leader

Gartner’s latest Magic Quadrant has escaped into the wild. With Zendesk elevated to the Leaders quadrant in the research firm’s 2025 Magic Quadrant for CRM Customer Engagement Center. Gartner notes that today’s CRM customer engagement centres are unified AI-augmented customer service...

Beyond AHT and NPS: The Customer Experience Metrics That Actually Matter in 2026

Customers don’t compare brands by category anymore. They compare every experience to the smoothest one they’ve had lately. Maybe it was an instant refund, a chatbot that actually helped, or a quick call answered by someone who already knew the...

What is CX automation? How to streamline customer journeys with AI

Consumers today demand fast, personalised service on every interaction with a brand, whether it’s a call to support, using a mobile app, or social media chat. Providing those experiences at scale with manual processes alone is nearly impossible. Customer experience (CX)...

SALESmanago Tackles Fragmented Customer Journeys With New AI Lifecycle Engagement Platform

The AI charge continues among CX firms with Europe’s SALESmanago the latest to go all-in on artificial intelligencers for ecommerce and marketing. The Poland-based company, on the back of this summer’s Thulium and 2024’s Leadoo acquisitions, is launching a new unified,...

How Tech and AI Is Redefining the Las Vegas Experience

Las Vegas is approaching a year-long decline in terms of tourist numbers and hotel occupancy, with those that do visit are spending less. We were discussing what Vegas needs to do to kick that trend recently, see “Not Vegas, Baby!...

Designit Research Reveals Customers Find AI’s Lack of Loyalty and Empathy Disturbing

While consumers talk to their smart speakers, swear at their GPS and grumble about any shortcoming in an online customer experience, perhaps the lack of feedback is technology’s greatest issue. Designit’s latest research notes that AI’s lack of empathy has...

Is Cash on Its Way Out?

The idea of a cashless America is no longer far-fetched. According to the Interledger Foundation’s new report, A Cashless Country and the Future of Banks – Consumer Perspectives, just over half of Americans (51%) say they would be willing to...