Category: Customer Experience

Amazon AWS re:Invent Kicks Off With An Explosive AI CX Show

Amazon will dominate the news this week, with a full four-days of AI, CX and cloud stories out of the AWS re:Invent event. After some early healthcare agentic-powered news, the massive AWS event kicked off for a blizzard of news...

How CX Turned Agri Giant Syngenta’s SAP Rollout Into A Game-Changer

International AgriTech company Syngenta, along with CX partners Lexden, were Awards International’s 2024 Gold winner for Best B2B programme at the International Customer Experience Awards. The award recognised their effective integration of customer centricity across the global business, which has...

US Senator Calls for Federal Investigation into Shein and Temu over Counterfeit Goods

A U.S. Republican senator has called on federal authorities to open a formal investigation into fast-growing online retailers Shein and Temu, escalating regulatory scrutiny over alleged intellectual property violations and the sale of counterfeit goods. Senator Tom Cotton of Arkansas has...

Customer Experience As Critical As The Cars that Dealers Sell

CXM was investigating the changing face of car dealers in the run up to the Automotive Management Live (AM Live) event earlier this month. During the show, which played host to car brands, dealer chains, technology providers and CX pros,...

Customer Experience Experts Highlight Their Relatable TV Heroes and Individual CX Moments of 2025

We’ve already taken a look at the technology that could impact CX in 2026, but let’s slow up for a more personal view from our line-up of tame experts’ CX highlights of this year. Across industry events, awards evenings and...

AWS Takes Aim at Healthcare’s Scheduling Chaos with Agentic AI

Amazon Web Services (AWS) has introduced a preview of new agentic AI capabilities in Amazon Connect aimed squarely at one of healthcare’s most persistent CX problems, which is appointment scheduling. According to figures referenced by AWS, 89% of patients say difficulties...

AI Arrived in Retail. Did Better CX Come With It?

AI in retail arrived at full speed. Shoppers now use AI to research products, compare prices, browse reviews and hunt deals, yet a simple question still hangs in the air: has any of this actually made shopping better? New UK research...

CXM’s November Catch-Up and December CX Events Roundup

November may have come grinding to a halt due to Thanksgiving, but there was still plenty of action earlier on, with lots coming in December to keep an eye on. The highlight for the CXM team was definitely awards night for...

Consumer Discovery Goes Real-Time At Tech for Retail, Paris

The Tech for Retail show hit Paris this week, at Paris Expo, Porte de Versailles. The show offered a close-up look at what’s changing in the drive for stronger in-store and online customer experiences. At the event were the usual mix...

OpenText Talks Up Its Vision of the Customer Experience Future

We hear plenty from CX vendors about the evolution of their platforms, and the shifts in how teams work to deliver those experiences. But OpenText, as an information-focused company that works deeper within many enterprises, even they are talking more...