Customer Experience

RCS in CX: How RCS Business Messaging Pays Off for Customer Experience Leaders

Remember when texting a company felt like sending a note into the void? It all started with SMS: short, boxy, but dependable. Somehow, that simple ping became the backbone of customer communication before anyone realized it. Then MMS added pictures. Then...

Meet the Winners of International Customer Experience Awards 2025

The International Customer Experience Awards 2025 delivered one of the most dynamic ceremonies in the programme’s history. Hundreds of CX leaders gathered to recognise work that didn’t just improve customer interactions, but completely transformed the way organisations think, operate and...

Automotive Management Live Ramps Up the Forecourt Customer Experience

Taking place this Wednesday in at the NEC, Birmingham, England, AM Live is the major focal point for those on the retail side of the automotive industry. In a fast-changing market, driven by booming interest in electric vehicles, the dominance...

Amazon Accuses Perplexity’s AI of Shopping on Its Site Without Permission

Amazon’s legal threat against Perplexity AI has become the first major test of what happens when artificial intelligence starts handling the shopping experience for consumers. The tension erupted after Amazon sent a cease-and-desist letter accusing Perplexity’s Comet assistant of unauthorised automated...

Everest Group’s Peak Matrix Assessment Highlights Global CXM Trends

For CXM buyers looking to adopt a new CX solution there is endless advice out there, with Everest providing a broader perspective. Gartner has its largely US-centric Magic Quadrants, Forrester at least takes an interest in global differences, but it...

The Case for Human Judgment in AI-Powered Customer Experience

Customer service leaders have spent years chasing automation as the answer to scale and cost pressures. Despite rapid advances in AI, the customer experience data tells a different story, one that shows where technology stops and human judgment must step...

Primark Boosts Customer Experience With New Store Designs

Competing with online retail, physical stores need to maximise their commercial performance and attract more customers. In response, Primark, the European fashion retailer, is optimising its selling spaces by investing in a new store design concept. The concept increases a store’s...

Airbnb’s AI Speeds Customer Service, Boosts Profits, Plans for Real World Impact

Airbnb announced revenue up 10% for its latest quarter, driven by 133.6 million nights and seats booked, up 9% from a year ago. Within the app and company’s system, AI is playing a larger role in boosting those numbers, and...

Trust Decides Where Patients Go

Patients have changed from passive recipients of care to informed consumers making deliberate choices. According to Healthcare Consumer Experience 2025, Press Ganey’s latest report, the healthcare consumer experience has become a strategic discipline built on trust. People want safety, simplicity...

Increasing Restaurant Spend Per Head in a Tough Economy: Changing Mindset and Strategy

Achieving resilience through a difficult economy and growing out of it on the other side is not an easy feat. Sure, some restaurants and pubs strike it lucky. They seem to have that holy-grail location and solid customer base; a...

Medallia Helps Northumbrian Water Elevate Customer Experience for 4 Million Users

Northumbrian Water Group has partnered with Medallia on a project aiming to modernise how the utility company listens to, understands and serves its 4 million customers. Northumbrian Water provides supply and sewerage services to 2.7 million households in the North East...

The Grand Theft Auto VI Delay and Customer Experience, and You

Technology product delays are nothing new. But in the world of SaaS and cloud, they’ve become something of a non-story as release cadences and feature slips glide further up the roadmap. Making the Grand Theft Auto VI game delay big...