Category: Customer Experience

Trust in Creators Hits All-Time High This Holiday Season

The holiday shopping season is being redefined, and it’s all thanks to creators. According to LTK’s 2025 Holiday Shopper Study, creators aren’t just influencing wish lists; they’re shaping when, how, and why people shop. This year marks a turning point,...

Workday Breach Joins Growing Wave of CRM Attacks

HR and finance software company Workday has confirmed a data breach after attackers gained access to a third-party customer relationship management (CRM) system. The company said the hackers obtained business contact details such as names, phone numbers, and email addresses. According...

City Cruises Charts a Smoother Digital Journey with Medallia

City Cruises, part of Hornblower Group, has partnered with Medallia to improve how guests book and experience its dining and sightseeing cruises. The collaboration focuses on reducing friction across digital touchpoints by capturing real-time feedback and analytics from users online. The...

The Power of Personalisation, Done Right

Personalisation has been a buzzword in retail for the better part of a decade. But when it’s done right (really, really right) it becomes more than a clever marketing trick. Personalisation can become the glue in the customer relationship: invisible,...

IPSOS’ CXO Jamie Thorpe Talks The Shifting Dynamics of Customer Loyalty

While CXM reports daily on the latest CX news and hunts down interviews from the CX trenches. A view from on-high is always welcome. We had the opportunity to get the thoughts of IPSOS Chief Experience Officer Jamie Thorpe on...

U.S. Customer Satisfaction at 12-Year Low, New Report Finds

American customers are less satisfied than they’ve been in over a decade, according to the latest American Customer Satisfaction Index (ACSI) data. The national score slipped 0.1% in Q2 2025 to 76.9 out of 100 — the same level seen...

Epic Users Gain Faster and More Personalised Patient Interactions with Five9

Five9 has announced its latest integration with Epic, introducing Five9 Fusion for Epic. This new capability embeds advanced contact centre tools directly within Epic, allowing healthcare providers to deliver faster, more personalised patient experiences without adding complexity for their teams. Built...

Agentic AI and the Customer Experience Maturity Curve Toward Human-AI Collaboration

Over the past decade, customer experience (CX) has expanded far beyond traditional call centres, to include chat, email, phone, social media and self-service platforms. But more channels hasn’t always meant better service and experiences. In fact, the explosion of touchpoints...

AI Skyways Takes Off: Qatar Airways and Accenture Partner to Redefine Air Travel

Qatar Airways and Accenture have launched AI Skyways, a joint initiative designed to bring AI into more parts of the business — improving how passengers are served, streamlining flight operations, enhancing staff training, supporting environmental goals, and helping the airline...

Hyper Informed Customers Are Becoming Retail’s Biggest Challenge

Almost half (36%) of retailers say that keeping up with hyper-informed shoppers is one of the top threats to their business, and 45% admit that store associates spend too much time searching for answers to customer questions instead of engaging...