Category: Customer Experience

What Companies Are Changing the Game for Black Friday?

According to the emails flooding into the CXM press release box, this year Black Friday is all about AI. Perhaps with a smattering of scam dodging, sales channel surge-preparedness and sifting through loads of SMS messages, depending on the vendor....

A Judge’s Perspective: How CX Innovation and Empathy Evolved This Year

It was a genuine honour to return once again as a judge at the UK Customer Experience Awards 2025. Having served in this capacity for several years, I continue to be deeply impressed by the calibre of entries and the...

British Airways’ Chairman Talks Up the Passenger Customer Experience

Airlines and the travel industry have one of the toughest CX jobs. When something goes wrong, out of a very long list of aircraft, airport, air traffic control and weather issues, it can leave large numbers of people in the...

Five9 Launches New Genius AI Innovations at its CX Summit to Accelerate Agentic CX

While the UK arm of Five9 was busy chatting to CXM at Contact Centre Expo. The US wing was running its live event at Gaylord Opryland in Nashville, Tennessee, and a virtual Five9 CX Summit for those at distance. Alongside...

Contact Centre Expo Roundup: Blending AI and People Skills

After a hectic couple of days, Contact Centre Expo from London’s ExCel Arena has come to a end. From running around the floor, a welcome feeling given the freezing weather outside, bagging key vendor interviews, and gathering insights and trends...

CX Lore: Building Strong BPO Partnerships is Key

In this episode of CX Lore, David Dungay is joined by David Neale, CEO and Founder of GBPO Solutions to talk about his BPO accreditation programme and the gaps he saw in the market which led to its creation. In today’s...

AI-Powered Bank Klarna Shows off the Power of Intelligence, After Earlier Automation Stumble

Financial firm Klarna has been making great strides across global consumer markets in recent years, but is better (or worse) known in the CX world for fluffing its early AI agent launch. Popular in Europe for its “pay in three...

CXM Gets the Latest Views From Contact Centre Expo on Industry Trends and Ambitions

Contact Centre Expo is drawing to a close at London’s Excel Arena, but CXM was roving the show floor to capture the chat, insight and gossip from the key vendors, analysts and the movers and shakers of the call centre...

8×8 Makes the Case for Frictionless CX at Contact Centre Expo

At this year’s Contact Centre Expo in London, 8×8 began by laying out a simple premise: customers expect conversations that carry across channels seamlessly, without losing context or momentum. The session, “Frictionless by Design: Modernising Customer Experience with CPaaS”, was led...

Contact Centre Expo 25 Takes Off With A Strong AI Vibe

Excel, London is host to today’s (Wednesday 19th November) “Contact Centre Expo, co-located with Customer Experience Expo UK” event to give it its full name. The show is also on tomorrow if you fancy getting down to explore the latest...