Category: Customer Experience

What AI Really Did to Holiday CX

The 2025 holiday shopping season marked a turning point for customer experience. For the first time, artificial intelligence became a visible and frequent part of how customers searched, bought, tracked, returned, and resolved issues with their orders. According to the Liveops...

Five9 Appoints New CEO Following Mike Burkland’s Planned Transition

Five9 has appointed a new Chief Executive Officer, with the change taking effect on February 2, 2026. The company said the appointment is part of a planned transition, with long-time CEO Mike Burkland staying on the Board of Directors to...

75% of Customers Say AI Support Is Fast but Still Frustrating

AI customer service got noticeably faster in 2025. Yet for many customers, that speed came at a cost. According to Glance’s newly released 2026 CX Trends Report, 75% of consumers say they’ve received a quick, AI-driven response that still left them...

Rethinking Endings: Why Your Off-Boarding is the Final Chapter of Your Brand Story

We can divide the consumer lifecycle into three distinct phases: onboarding, usage, and off-boarding. At the beginning, businesses attract consumers through advertising and marketing, telling persuasive stories about the benefits of their product. That onboarding continues through packaging and first-use experiences...

CXMStars Returns — 2026 Edition Now Open! 

Customer Experience Magazine is thrilled to announce that CXMStars™️ 2026 is officially open for entries! Now in its seventh year, CXMStars™️ returns to recognise and celebrate the most inspiring customer experience (CX) professionals and thought leaders from around the world. This is...

The Words of the Year Are Marketing and CX Warnings, Not Business Objectives

Among the endless end-of-year listicles and key insights like Cloud Dancer as Pantone’s colour of the year, there are plenty of valuable warning signs for marketing and customer experience teams. While cloud dancer (image) might hint at calm and order,...

Report: Why Traditional Loyalty Metrics Are Losing Their Predictive Power for Finance Companies

The CXM festive advent calendar continues to reveal report after report about all things customer experience and loyalty, with no sign of a liqueur-filled chocolate. The latest comes from US insight house Support EXP providing a new executive insight report,...

British Airways CEO Warns of a Future Where Brands Get Ignored

British Airways is preparing for a future where customers may no longer choose airlines at all. Instead, AI agents could do it for them, deciding which flights to book and which brands never even appear. Speaking at Globant’s Converge 2025 event...

Freshworks Acquires FireHydrant to Strengthen AI-Driven IT Operations

Freshworks is expanding its IT operations capabilities with the acquisition of FireHydrant, an AI-powered incident management and reliability platform. The move brings incident response and reliability engineering closer to IT service management, as organisations look for faster ways to detect,...

How One Phone Call Changed Lives – Human-Centred CX at Age UK

Customer experience is often defined in terms of efficiency, journeys, and transactions. However, in some cases, it serves as a vital support system rather than a sales tool. But what happens when CX isn’t about selling a product — and...