Category: Customer Experience

Disability and The Cost of a CX Catastrophe

Ignoring disability awareness is a recipe for CX disaster. Chris Jay of Bascule Disability Training, explains how businesses can avoid PR fallout whilst improving customer service for all…Every so often, a headline surfaces revealing how an organisation has mishandled an...

Your Customers Want Personalisation. Why Don’t You?

Despite overwhelming evidence that personalisation drives stronger results, many businesses are still relying on outdated, blanket-style discounts. New research from Harvard Business Review, in collaboration with Talon.One, shows that only 56% of companies currently offer personalised promotions or discounts.That means...

Perception Is Profit: Forrester’s Total Experience Score Reveals All

New research from Forrester reveals that when companies align their brand promise with actual customer experience, they can unlock up to 3.5x more revenue growth. Yet, many brands are missing this opportunity. Forrester’s 2025 Global Total Experience Score Rankings show...

8×8 Targets Rising Digital Fraud with Fast-Deploy OTP Solution

As global cyberattacks spike by 44% year-over-year, the security conversation has shifted from the IT backroom to the frontline of customer experience. Nowhere is this more critical than in industries like healthcare and education, which have seen cyberattack rates skyrocket...

Over 50% of Customers Want AI to Talk for Them, Says Gartner

By 2028, customer service will look drastically different, and the shift is already underway. According to a recent Gartner survey, 51% of customers say they’d be happy to let a GenAI assistant handle support interactions on their behalf. That’s not...

Genesys Brings Intelligent Autonomy to Customer Experience

As businesses look to unlock new frontiers in customer engagement, Genesys has unveiled Genesys Cloud AI Studio and its first feature, AI Guides, a combination built to transform how brands deliver intelligent, personalised service at scale.With 80% of business leaders...

Only 10 Brands Got CX Right in 2025. Is Yours One of Them?

Customer experience continues its global slide, and the numbers are impossible to ignore. According to Forrester’s 2025 Customer Experience Index (CX Index), just 10 brands worldwide—less than 5%—earned “elite” status this year, maintaining top-tier rankings in how customers perceive their...

Text Me, Don’t Email Me: The Retail CX Wake-Up Call

New research from UJET reveals a major shift in what truly influences consumer buying decisions. Hint: it’s neither AI nor a fast reply. It’s not even empathy from human agents. Today, nearly half of consumers (46%) say a mobile-friendly customer...

EagleAI’s Cédric Chéreau Talks Helping Tesco Personalise and Boost Transactions

UK supermarket Tesco has 22 million Clubcard customers and 18 million Tesco app users, but how to create individual offers based on the massive amount of data? CXM recently sat down with Eagle Eye’s EagleAI division head, Cédric Chéreau to...

Hotel Staff and Travel Agents Just Got AI Teammates, Meet Talkdesk Experience Clouds 

Talkdesk is stepping up to meet the chaos and complexity of modern travel and hospitality by launching two industry-specific solutions: Talkdesk Travel Experience Cloud and Talkdesk Hospitality Experience Cloud. These new platforms are designed to tackle some of the most...