Customer Experience

Growth Without Jobs: Is Automation Reshaping the UK Services Workforce?

Employment in the UK services sector continues to fall, even as wider indicators point to economic expansion, raising questions about whether automation is beginning to reshape the workforce faster than anticipated. The latest Purchasing Managers’ Index (PMI) data shows employment numbers...

CX Automation Vs Marketing Automation: The Automation Divide

Automation used to feel simple. Automate your email campaigns, move faster, spend less, measure more. Then customers started pushing back. They started to get sick of all the pointless noise. They weren’t against automation; they just wanted it to be...

Enterprise Connect 2026 – UC, CX, and AI Strategy Come Together

As enterprise communications and customer experience continue to evolve at speed, IT and business leaders face growing pressure to make the right technology decisions—balancing innovation, integration, cost, and risk. Enterprise Connect 2026, taking place March 10–12, 2026 at Caesars Forum...

Loyalty Programmes No Longer Feel Valuable to Anyone

Traditional loyalty programmes have a problem, which is that nobody wants what they’re offering anymore. According to new research from Info-Tech Research Group, the issue isn’t missing features or outdated technology. The programmes have simply lost touch with what makes...

Gartner’s AI Sovereignty Warning: How CX Must Adapt by 2027

Customer experience is entering a new phase as one-size-fits-all AI models are under siege from growing demands for greater sovereignty. Gartner predicts that by 2027, “35% of countries will be locked into region-specific AI platforms”, up from just 5% today,...

Best AI CRM Tools for 2026: Ranked by What They Do for Customer Experience

In the last couple of years, AI has stopped being that funny tool we play with to generate emails we don’t want to write or inspire memes and started becoming a major investment priority. There’s a good reason for that....

Innovation, Service, and the Student Journey at the Royal College of Art

What does great customer experience look like in higher education — especially in a world shaped by post-pandemic realities, rapid technological change, and rising student expectations? In this episode of CX Voices, host Katie Kemshell is joined by Greg Finlay, IT...

Qualtrics Names Oracle Veteran as New CEO Amid Major AI Expansion

Qualtrics has announced the appointment of Jason Maynard as its new Chief Executive Officer, marking a significant leadership shift for the company as it doubles down on AI capabilities and prepares for an acquisition of Press Ganey. Maynard, who brings three...

Yellow.ai’s Nexus Aims to Automate the Automation

Enterprise AI automation provider Yellow.ai has launched Nexus, which the company calls “the industry’s first Universal Agentic Interface”, designed to eliminate the manual labour that traditionally goes into building automated workflows. The announcement comes as companies recognise a frustrating reality of...

Deployed, Not Delivered: Why AI Isn’t Fixing Customer Experience

There is a persistent belief in the customer service industry that deploying AI is, in itself, a strategy. Drop in a chatbot, layer on an omnichannel platform, and the seamless experience that customers expect will simply materialise. After years at...

Behind Every Sale, There’s a Return Waiting to Happen

If you thought the hard part of the holiday shopping season was getting products into customers’ hands, think again. ACI Worldwide’s new data shows that returns are surging, and the cost of handling them is climbing with it. ACI Worldwide’s latest...

The Case for Human in the Loop Automation: Why HITL Is The Only Way Forward

The days of automation and AI experience ended ages ago. Budgets are approved. Timelines are aggressive. Boards want AI in customer support, in operations, in decision-making, even hiring, yesterday. Hyperautomation is the new buzzword of the decade. Why pay for more...