Category: Customer Experience

International Customer Experience Awards opens for entries on 1st April

The International Customer Experience Awards (ICXA) returns to London in November 2025. Entries for the global celebration of CX open on 1st April.“It’s fantastic to be able to bring the international CX community together at one event,” said Neil Skehel,...

ServiceNow scoops up Moveworks for $2.85B

ServiceNow has announced its acquisition of AI-driven workplace automation platform Moveworks for $2.85 billion, combining forces to enhance AI capabilities across the workplace. The move aims to integrate ServiceNow’s advanced agentic AI with Moveworks’ user-friendly AI assistant and enterprise search...

The Home Depot debuts Magic Apron, an AI tool for DIY assistance

The Home Depot is rolling out Magic Apron, an AI-powered assistant designed to help customers tackle everything from lawn care to full-scale renovations without having to corner an employee in-store.Dubbed the first generative AI tool of its kind in home...

Streaming satisfaction holds steady at 72% but churn and subscription fatigue grow

UserTesting’s latest Media & Entertainment Pulse Report highlights evolving consumer behaviours and expectations within the streaming industry. While personalised recommendations continue to satisfy, with 72% overall satisfaction and 75% for male respondents, significant shifts in consumer frustrations and subscription patterns...

Instacart’s strategic use of AI drives inventory accuracy and customer retention

Grocery delivery company Instacart is making significant strides in enhancing its customer experience through the integration of AI in its inventory management and product substitution processes. During a recent earnings call, CEO Fidji Simo highlighted the company’s commitment to AI,...

Human-like AI comes to phone support with Gladly’s Sidekick

Gladly has launched Sidekick on Voice, a solution bringing personalised, AI-driven support to phone calls. While phone support remains a vital customer channel, current experiences often fall short. Long wait times and impersonal automated systems leave customers frustrated.Traditional ticket-based platforms...

Secure payments, seamless experience: PCI Pal and RingCentral raise the bar

PCI Pal has partnered with RingCentral to transform payment security and customer experience. This strategic partnership directly integrates PCI Pal’s cloud-native payment technologies into RingCentral’s flagship offerings: RingCX, its AI-first contact centre solution, and RingEX, its core business communications platform.This...

How aligning with clients’ finance strategy elevates CX

Customer experience (CX) is about prioritising customers: handling their journeys, understanding their needs and delivering value. It goes beyond finance and transactions, focusing on creating meaningful experiences that guarantee customer satisfaction and loyalty.According to McKinsey, companies focused on improving CX...

Top 5 niche skill requirements in a CX or support role

In the world of creative or knowledge-based job descriptions, there can be the odd demand that stands out or seems overly niche. But when it comes to customer experience or support, things can take a turn for the unusual and...

Listen, learn, be inspired: Three women leading the way in business

This International Women’s Day, we’re celebrating women in business by revisiting three insightful podcast episodes featuring female leaders who are driving change in their industries. Sally Allington, CEO and founder of Ethos Farm, built a £34 million consultancy giant from...