Category: Customer Experience

Neurodiversity and the customer/employee experience

In the wake of DEI rollbacks and that crushing feeling the world is recessing at an alarming pace, seeing designers, brands and employers continue to improve the experience for neurodiverse people is a refreshing positive.In many cases, the challenge is...

Design darling Figma confidentially files for IPO after Adobe deal goes bust

The cloud-based design platform Figma has quietly filed for a U.S. IPO, setting the stage for one of the most closely watched tech listings since the market cooled off in late 2021.The move comes more than a year after Adobe’s...

American Airlines promises free Wi-Fi for loyalty members to elevate in-flight experience

American Airlines has announced it will offer free in-flight Wi-Fi to AAdvantage loyalty programme members on more than two million flights annually starting January 2026, in partnership with AT&T.The move is part of a wider push to enhance the customer...

JFK’s new T4 design ramps up the airport customer experience

Work contines on the rebuild and redesign of JFK Airport Terminal 4 to deliver a great new customer experience for passengers.Behind the redesign, Designit, Wipro Limited’s experience innovation business is working on the next phase of its work, working with...

Diners abandon longtime favourites for better taste and lower prices

America’s once-loyal fast food fans are moving on and they’re not looking back.According to Tillster’s 2025 Phygital Index Report, 33% of diners say their favourite restaurant changed in the past year. The main culprits for this are “better food” and...

Salesforce’s Agentforce is driving AI adoption in UK businesses, says ISG

AI-driven automation is becoming a core part of Salesforce’s UK offerings, according to a new research report from technology advisory firm ISG. The 2025 ISG Provider Lens Salesforce Ecosystem Partners report finds that the company’s Agentforce platform, enabling fully autonomous...

Loyalty programme spending soars for some, stalls for others in the restaurant industry

The latest Paytronix 2025 Loyalty Report has revealed a promising rise in loyalty check sizes across restaurants and convenience stores, but the trend is far from universal. While some brands are thriving, others are struggling to unlock the full potential...

ActiveCampaign buys WhatsApp automation startup Hilos to turn chats into sales

ActiveCampaign has acquired Mexico City-based Hilos in a deal set to transform the world of marketing automation. The move puts the fast-growing platform at the forefront of WhatsApp messaging for business, with over 2.4 billion users and 200 million active...

PolyAI redefines voice automation with transparent, scalable Agent Studio launch

PolyAI has rolled out the latest evolution of its flagship platform—Agent Studio. Built from the ground up to be voice-first and omnichannel, this release gives enterprises unparalleled command over how their AI agents behave, learn, and serve.“It’s exciting to introduce...

AI hype exposed: Most ‘advanced’ firms can’t deliver real results

A new global study by EPAM Systems is calling time on AI hype, revealing that many businesses claiming to be ahead of the curve in artificial intelligence are struggling to walk the talk.Based on responses from over 7,000 participants across...