Customer Experience

NRF Big Show: Customer Loyalty Is Largely Apathy According to SAP Emarsys Insights

The US National Retail Federation Big Show is kicking off in New York this weekend and SAP Emarsys has new insights for attendees. Data from its Customer Loyalty Index (CLI) and Buyer Loyalty Index (BLI) reports highlight the growing difference...

The CX Dashboard Disconnect Clouds Business Focus and Action

A quick look at LinkedIn and the customer experience forums since the new year has seen a sizeable backlash against the humble CX dashboard. What has the poor customer experience info-hub screen done to deserve the sudden hate? And what’s...

When Money Is Tight, CX Takes the Hit

When customers feel under financial pressure, they tend to judge brands more harshly. New Qualtrics data shows that only 52% of consumers now say they feel financially secure, a three-point decline over the past two years. Inflation, job uncertainty, and...

OpenAI Launches ChatGPT Health With Medical Record and Wellness App Integrations

OpenAI has launched ChatGPT Health, a new dedicated health experience inside ChatGPT that allows users to ask health-related questions in a separate environment and optionally connect medical records and wellness apps for more personalised responses. The release reflects behaviour that was...

Who Was Really Shopping in 2025: You or AI?

Over the last 12 months, shopping no longer followed the familiar pattern of search, scroll, compare, and decide. For many consumers, that work had already been outsourced, whether they knew it or not, to AI. Across retail, ecommerce, and digital experience,...

NiCE Data Shows Customers Prioritise Fast Resolution and a Strong Voice As Brands Scale

NiCE is pumping out the insights as the Cognigy acquisition bears fruit, and it continues to showcase the changing pace of customer service. Fresh data shows a 77% year-over-year increase in AI-handled inquiries as brands scale automation to manage rising...

AI Glasses Make Consumer-Friendly Waves at the CES Show

Connected smart glasses have been on the scene for over a decade, with Google’s Glasses and Microsoft’s Holovision leading the charge, and Apple incubating a pair for seemingly ever. However, with the arrival of AI, the spatial computing market for...

Commerce is Changing Fast with Agentic AI and Social Shopping, But Customer Service and Trust Remain Top Buyer Priorities

In a world where consumers can buy a product using their chatbot or virtual assistant, without even visiting a webstore, that pace of retail evolution continues to change with agents helping make those transactions more nuanced. As AI agents, new...

Retail Getting Phygital in 2026 With Stronger Customer Connections

Phygital is yet another buzzword that’s coming around for a fresh lease of life thanks to the rise of AI and mixed reality across retail and consumer technology. For those unfamiliar, phygital refers to the blend of physical and digital...

Consumer Electronics Show Highlights New AI-Powered Gadgets, Complicating Future CX Interactions

All eyes are on Las Vegas this week as the next-generations of consumer goods, from cars to refrigerators, smartphones to TVs and other gadgets all adopt AI to change how consumers perceive technology, interact with it, and how that changes...

Freshworks Closes FireHydrant Acquisition Adding AI-Powered IT Support

Late last year, Freshworks announced it was acquiring FireHydrant, a deal that has now closed as the big wigs return from holiday to complete final due diligence and sign-offs. The IT service operations management provider becomes a part of the...

2025 Was About Agentic AI. What Comes Next?

2025 was the year artificial intelligence moved deeper into doing. What began as a promise of autonomous agents in research papers and visionary roadmaps became a tangible force in customer experience, enterprise automation, and strategic toolkits across industries. “Agentic AI” describes...