Category: Customer Experience

Hubspot’s Spotlight Focuses on AI Project Delays and Roadblocks

The challenges of AI are manyfold; from worker over-enthusiasm, customer friction, legislative risks and operational issues. Hubspot’s latest survey of UK business leaders, captured during the latest Fall Spotlight analyis, reveals that while many are making plans for this AI-powered...

Qualtrics’ UK Consumer Research Highlights Low Trust in AI

Arriving on CX Day, new research from Qualtrics reveals that AI-powered customer service is falling short for UK consumers, costing brands loyalty and sales. The 24-page Consumer Experience Trends Report shows that only 5% of UK consumers say they would prefer...

LV’s Chloe Stuttard Focuses on The Human Experience of Insurance

In a sector often defined by policies and premiums, CXM talks to LV’s Chloe Stuttard to find out more about the human experience side of the operation. She discusses how the business stands for something far more human: an unwavering...

CX Magazine Celebrates CXDay With Today’s Events and Insights

While not quite as exciting as tomorrow’s World Octopus Day, today is World CXDay, celebrating all that is good in the sphere of customer experience. It sees the big and small names across our expansive digital landscape all taking a...

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...