Customer Experience

How to Measure Customer Loyalty: The Metrics That Show What Customers Will Do Next

Remember how simple measuring customer loyalty used to seem? If your NPS score was decent and you weren’t losing people by the truckload, everyone just agreed you were doing fine. These days, things are a bit more complicated. We’re learning that...

The Invisible Consumer: How Washington’s New AI Bill Would Rewrite the Rules of CX

Tech departments have spent a generation polishing the digital glass. Millions of pounds have been funnelled into web portals, mobile apps, and conversational deflection channels to guide human hands through transactional funnels. This human-exclusive focus now faces an unexpected structural...

HubSpot’s Controversial New Customer Data Sharing Deal Didn’t Survive the Week

On 1 July, HubSpot rewrote its terms of service to let customer enrichment data flow into a shared pool other customers could draw on. By 5 July, the plan was dead. Chief Product and Technology Officer Duncan Lennox confirmed the...

Everyone is selling AI. Few are selling certainty

Customer Contact Week 2026 was full of confidence. The private conversations were full of doubt. I spent the week talking to vendors, BPOs and industry participants about what comes next for CX. Walk any aisle of the Las Vegas Convention Center...

Governed Messaging Firm LeapXpert Raises $180 Million to Put AI to Work on Enterprise Conversations

LeapXpert has raised $180 million in a growth round led by Riverwood Capital, money the company will use to help enterprises record, control, and act on the conversations that now run their business. Most enterprise talk has moved to messaging. Deals...

Akixi Aims to Elevate CX Analytics with AI Call Scoring in Unified CX Suite Launch

Akixi has launched CX Suite, adding AI call scoring to a platform that already handled call analytics, recording and CRM integration. This launch positions all four in one login for the first time. The company sells only through service providers and...

Copilot Now Has to Earn Its Keep, Microsoft Tells Staff, as Fresh Round of Layoffs Expected

Microsoft has told the 11,000 people working on Copilot that the product needs to “earn the right to exist.” The line comes from an internal memo written by Jacob Andreou, the Executive Vice President who took charge of Copilot in...

MoEngage and Boldest Target Telecom Churn with AI

Customer engagement platform MoEngage and Boldest, an AI marketing agency owned by telecom services firm Prodapt, have partnered to bring AI-led marketing to telecom operators. The tie-up tackles three problems that cost carriers real revenue: scattered customer data, high churn...

The phone line that hung up on customers — and the voice AI that fixed it in a day

Reporting live from CCW Las Vegas, CXM’s David Dungay sat down with Kyle Johnson, Chief Communications Officer at Nellis Auction, and Hakob, CEO and Founder of voice AI platform Synthflow, to talk about one of the fastest, least painful AI...

Your Customer Experience News Roundup: The EU Takes Aim at AWS and Azure as Acquisitions Stack Up

This week in customer experience news, the European Commission moved to designate AWS and Azure as cloud gatekeepers, while the market added several notable acquisitions. Underneath it all, new data from Infobip punctured a flattering assumption: that because enterprises have...

How Compliance Improves Customer Experience (and Drives Growth)

For customer experience leaders, “compliance” always seems to sound like a dirty word. It’s something we’ve been conditioned to associate with frustration, annoying rules, extra costs, and confusion. Some people even argue that compliance contradicts a good customer experience. How...

Zoom Acquires Common Room, Empowering Its Revenue Accelerator With Buyer Data

Zoom has announced its acquisition of Common Room, a Seattle software firm that works out who’s about to buy something before the salesperson ever picks up the phone. The price wasn’t disclosed, and the deal isn’t massive by tech standards....