Category: Customer Experience

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...

Tesco Plans Customer Experience Boost With New AI Partnership

Tesco has been on a major customer experience push in recent years, working with a range of partners, like Eagle AI, to deliver new experiences in-store, online and for Clubcard shoppers. Having doubled the size of its technology team over...

The Difference Between Customer Service and Customer Experience That’s Quietly Costing You Customers

If you’ve ever sat in a meeting where half the room said, “We need a better customer experience” and the other half replied, “We just hired more agents…”, you already know the problem. Inside most organisations, the difference between customer service...

CX Analyst Highlights and Expectations for 2026

The analyst class had a busy 2025 rushing to fit the fast-moving AI puzzle pieces into the customer and employee experience jigsaw. Forrester’s Total Experience Score proved an interesting way to align brand and CX for improved results, while Gartner...

Unified Customer Experience: The Evolution of Omnichannel

More channels don’t fix broken journeys. A single operating spine does; the kind that connects data (what’s known), decisioning (what happens next), and design (how it feels). When that spine is in place, organisations deliver a unified customer experience that...

Customer Experience 2025 Events Roundup, and the Big Shows Coming Your Way in 2026

2025 was a busy year for customer experience events. Analyst firms, vendors, experts and end-user markets all welcomed CXM to listen to the great and good speak, and show off the latest software and technology. And we’re revving up for...

Empathetic CX: How Customer Sentiment and Customer Emotion Impact Loyalty, Revenue, and Reputation

A phone rings in your contact centre. It gets answered in under 30 seconds. The customer issue is resolved quickly. On paper, the metrics are perfect. But later? That same customer posts a frustrated review about feeling unheard. In today’s world, moving...

Digital Exhaust: The Behaviour Customers Leave Behind

Digital exhaust is one of the most consequential data streams in modern business strategy, precisely because most organisations generate it in vast quantities and, until recently, treated it as an afterthought. It’s important for customer experience (CX) leaders to understand...

Americans Spent More This Holiday Season, Across Stores, Screens, and Experiences

Holiday spending in the U.S. went up this year compared to last, even as people felt more uneasy about the economy. According to new data from Visa and Klarna, shoppers were still willing to spend, but they were more careful...