Category: Customer Experience

Executives Admit Their CX Is ‘Broken’ and Blame It on the Culture

Business leaders may talk endlessly about the power of great customer experience. Yet, few believe they’re getting it right. A new report from WSJ Intelligence and Code and Theory, The Experience Gap: AI’s Imminent Impact on CX, finds that 93%...

L’Oréal’s Noli, the AI-Powered Beauty Platform and Akeneo Deliver Personalised Retail Experiences

In the consumer space, AI is fast developing new ways to engage buyers. The latest example comes from L’Oréal backed AI-driven beauty shopping platform, Noli. It has started using Akeneo’s Product Information Management (PIM) solution to power a hyper-personalised product recommendation...

Apple’s iOS 26 Live Airline CX Features Taking Off

During its Worldwide Developer Conference, Apple announced an improved customer experience for iPhone-using airline customers. Offering live updates and boarding passes within iOS Wallet, the feature is now available from selected airlines, as the iOS upgrade is fully available. Alongside the...

Transforming Business Culture – Lessons from Ian Fishwick

Lessons on resilience, culture, and customer experience In a candid conversation on the CX Lore podcast, serial entrepreneur and business leader Ian Fishwick shared the highs and lows of his remarkable career — from building networks in the UK’s telecoms boom,...

Medallia Sees 30% Growth For its AI-Powered Experience Cloud

On the heels of appearances in Gartner’s voice of the customer platforms Magic Quadrant and wider industry recognition. Medallia has announced platform growth of over 30%, driven by AI-focused product innovation and fresh leadership. Last year, CEO Joe Tyrrell stepped down,...

Mind the Empathy Gap Before AI Makes It A Trench

New research from Zurich Insurance Group highlights the value of empathy in customer interactions, something that the rush to AI-enhanced systems could overlook. The report, Empathy: The Untapped Advantage Driving Business Growth & Loyalty  notes some 73% of consumers will avoid...

ServiceNow Puts AI at the Front Door of Work With New Enterprise Interface

ServiceNow has introduced AI Experience, a new multimodal interface designed to bring artificial intelligence directly into the flow of work. Described as a “conversational front door” to enterprise AI, the platform connects people, data, and workflows while embedding governance and...

AI Personas Guiding Food and Beverage Brands to Smarter Decisions, and Coffee

Every software vendor is touting their latest AI features and benefits, but at CXM we’re also starting to hear about the benefits from end user organisations, and hopefully among their customers. Take Stravito, launching AI Personas, an agentic AI tool...

Your Customers’ Mobile Number Is Their Most Important ID, Handle It Carefully

Historical patterns tend to repeat themselves. Take your Social Security or National Insurance number.  Originally issued to track a worker’s earnings, In the US, its widespread use by government agencies eventually transformed it into an unofficial national ID. Then credit agencies...

Brands Overestimate Trust, Consumers Overlook Promises

It’s a simple assumption many business leaders make: if we deliver consistent messaging, customers will naturally trust us. But new research shows that assumption may be dangerously out of step with reality. In fact, confidence in customer experience may be...