Category: Customer Experience

IDC Delivers A MarketScape for European CCaaS

The global market is never a level playing field for contact centres. Even the European theatre has many variables and niches that make it a hard landscape to judge for buyers. Enter IDC with the research brand’s first European-focused CCaaS...

The UK Customer Experience Awards 2025 Rocks Wembley

Thursday, London. Above the hallowed turf at Wembley Stadium, the Awards International team were busy preparing for the 16th edition of the UK Customer Experience Awards, while watching the pitch being set for the weekend’s NFL clash between the Jacksonville...

The UK Customer Experience Awards 2025 Winners Are Revealed!

On October 16, 2025, Wembley Stadium played host to one of the UK’s most eagerly anticipated industry nights: the UK Customer Experience Awards. In a ceremony that celebrated the voice of the customer, the ingenuity of service design, and the...

Tawuniya Shares the Importance of Top-Down CX Transformations

The CXM team are seeing more transformation stories coming from the Saudi region than ever before. This week, at Experience KSA – an experience management event organized by New Metrics in partnership with Medallia, Customer Experience Magazine spoke with HH Princess...

UK Consumers Resist AI Customer Support Unless It Comes with a Discount

Even though AI is popping up more in customer service, people in the UK still like talking to a real person—unless they can save money. A new study from 8×8 found that most people (83%) in the UK would rather...

Why Advertising’s Obsession with Gen Z Isn’t Working

From fashion and tech to finance and fast food, marketers can’t seem to get enough of Gen Z. Yet, according to new research from System1, the fixation is continuously missing the mark. The company’s latest Seeing Gen Z report reveals that...

Medallia’s Mike Debnar says it is Time to Take Action in the Moment

At the recent Experience KSA event, the New Metrics experience managment event held with Medallia, CXM spoke to Mike Debnar, VP Retail Executive Advisor, at Medallia, to explore how CX transformation is evolving in the age of real-time data, empowered employees,...

EXP KSA: Medallia and New Metrics Power CX Transformation Across Saudi

CXM attended the Experience KSA event this week in Riyadh, the experience management event hosted by New Metrics in partnership with Medallia. David Dungay spoke to Ben Morris, VP of Alliances, Medallia and Nader Abu Zahr, VP, Experience Management & Digital...

Zoom and Oracle Link Up to Simplify Enterprise Customer Support

Zoom and Oracle are teaming up to help companies handle customer support with less friction and more intelligence. The deal lets Zoom’s customer platform work with Oracle Cloud, mixing communication tools and dependable tech in one place. This means Zoom can...

How Can Brands Stay Visible in the Age of AI Search?

When consumers turn to ChatGPT, Gemini, or Perplexity for answers, where does that information actually come from? A new study by Yext shows it’s usually right from the companies themselves. According to the study of 6.8 million AI citations, the...