Category: Customer Experience

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

After the summer lull, October roared back into life for the CX industry, with trade shows, industry get togethers and awards season kicking off. November looks to be even busier as we get up to speed with what the collective...

AWS and OpenAI Sign Record $38B Cloud Deal, the Largest in AI History

OpenAI is moving a major chunk of its computing muscle to Amazon Web Services, marking one of the largest cloud deals ever signed in artificial intelligence. The $38 billion, multi-year partnership gives OpenAI access to AWS’s newest supercomputing infrastructure and...

NEC Snaps up CSG for Greater Digital Transformations in a $2.9 Billion Deal

Making a change from the endless round of AI acquisitions, Japanese giant NEC is in the process of snapping up CSG for its US telecom/broadband service customer experience and payment software business that’s also a feature across a growing range...

Zoom Leverages NVIDIA to Put Enterprise AI on the Fast Track

Zoom is stepping up its AI game by teaming up with NVIDIA to make enterprise AI faster, smarter and more adaptable to the way teams actually work. The latest iteration of Zoom AI Companion introduces a hybrid language model framework...

Your Christmas Deals Are Brought to You by AI

This Christmas, AI might just be the busiest elf of all. From scanning for discounts to picking out gifts, it’s fast becoming an essential part of the shopping ritual, though many people don’t even know when it’s working behind the...

The Complete Guide to Collecting Customer Feedback and Turning It into Action

Here’s the funny thing about customer experience. Companies spend huge amounts trying to understand customers who are already spelling everything out for them. It’s all right there in reviews, chat transcripts, post-support comments, and inbox messages. The problem isn’t a...

How EXP KSA is Redefining the Experience Movement in the Middle East

Featuring insights from Mohamed Debouk, CEO of New Metrics Saudi Arabia has entered a defining phase in its transformation journey. One where experience has become central to how organizations deliver value, earn trust, and drive growth. That transformation took center stage at EXP KSA,...

Fraud Teams Are Becoming Banks’ Biggest Selling Point

Security used to be something customers took for granted: an invisible layer that simply worked in the background. Not anymore. A new FICO survey finds that 70% people in the UK now put fraud protection near the top of their list...

This Year, Holiday Shopping Belongs to the Algorithm

There was a time when choosing the right gift meant paying attention. Listening for hints, remembering preferences, and trying to surprise someone you cared about. This year, for many shoppers, that decision-making will be outsourced to something less sentimental, an...

Wellness Is the New CX Strategy

Great customer experience depends on frontline workers being adaptable, resilient, and empathic. This assertion isn’t just a hunch or a common-sense assumption. It’s backed up by data. And it’s why I say wellness is the new CX strategy. Let’s start with the...