Customer Experience

Cisco Report: AI Is Forcing Companies to Take Data Privacy Seriously

The rapid expansion of artificial intelligence is driving an unprecedented transformation in how companies handle data privacy, with organisations worldwide dramatically increasing investments to keep pace with evolving customer expectations and regulatory demands. According to Cisco’s newly released 2026 Data and...

France to Replace Microsoft Teams and Zoom With National Video Platform by 2027

France has confirmed plans to replace Microsoft Teams and Zoom across its public administration with a nationally developed video conferencing platform by 2027. The move away from US-based software providers is the country’s effort to regain control over critical digital...

When AI Loses Context, 48% of Customers Are Ready to Walk Away

It’s 2026, and AI has become the default front door for customer support. Customers no longer approach it with suspicion or novelty but with expectation. Gladly’s 2026 Customer Expectations Report shows that most people now assume AI will be the...

Limitless Automation: The Real Risks of Over-Automation in the Workplace

Lately, automation doesn’t feel like a strategic decision so much as a slow shove. Like something companies are being herded toward, whether they’re ready or not. If you’re not chasing limitless automation, meaning automating every possible task in sight, the...

Voting is Open! Decide Your CXMStars of 2026

Here they are — the list of the nominated CXMStars for 2026! This year, we’ve received a record number of nominations and completed applications, so thank you very much everybody! Our list contains top CX Professionals and Influencers, but here...

Retail Technology Show Returns with M&S Chairman Archie Norman and the Customer Whisperer

The UK’s Retail Technology Show was my first eye-opening CXM road trip last year, and the show is back, bigger than ever in 2026. Taking place at London’s ExCeL on 22–23 April, RTS brings together more than 16,000 senior retail...

Meta Is Training Its Apps to Sell, Serve, and Convert

Meta’s latest earnings call pointed to a business regaining momentum in advertising while steadily expanding monetisation across messaging and newer platforms. Strong ad performance, rising engagement across its apps, and deeper use of AI across recommendations and marketing tools helped...

Can AI Be Trusted to Finish the Job? Microsoft Thinks So

In its latest earnings call, Microsoft spelt out how it thinks customer experience will change in the age of AI, and it has little to do with better chatbots. Speaking to investors, CEO Satya Nadella said a change is already...

The Best AI Personalisation Tools: Solutions for Effective Hyperpersonalisation in 2026

Most of us know the stats. Seventy-one percent of customers expect constant personalisation. Seventy-six percent say they feel frustrated when they don’t get it. Get the personalisation balance right, and you’ve actually got a great shot at earning and keeping...

Hawaiian Airlines Investing $600 Million in Customer Service to Win Back Tourists

Late last year, we were talking about Alaskan Airlines new CX efforts, with collectible cards and other goodies for flyers. Now Hawaiian, a part of the same group, is showing off its 5-year, $600 million, plan to boost visitors to...

Nationwide Deepens AWS Partnership to Personalise CX and Tackle Impersonation Scams

Nationwide Building Society has expanded its relationship with Amazon Web Services (AWS) as part of a broader move to modernise how it serves more than 17 million members, without compromising on trust, security, or service quality. The new agreement strengthens...

Anthropic CEO Dario Amodei Discusses Customer Service Among AI Risks

In his punchy essay “The Adolescence of Technology: Confronting and Overcoming the Risks of Powerful AI” the CEO of Anthropic AI has a lot to say about the chaotic world of artificial intelligence. From the concentration of wealth and power in...