Category: Customer Experience

Leaders and Experts Speak Out on the Amazon AWS Outage

Having seen the real-world impact of Amazon’s AWS outage stretching to smart beds, games, business apps and beyond, the industry big wigs across vendors, CX and end users are chipping in with their views and advice. Avaya’s CEO, Patrick Dennis,...

Dining Out in the U.S. Is Becoming a Rarer, More Deliberate Occasion

Inflation, shifting priorities, and new digital habits are turning each restaurant visit into a more selective experience, one that must feel worth the time and cost. A new Reputation survey conducted with Nielsen, released to coincide with National Leave a Review...

“My Bed Won’t Tilt!” Lessons of the Amazon AWS Outage for Customer Experience

Among the gnashing of teeth and mockery on X (Twitter), one of the few services not affected by Amazon’s massive outage, “My bed won’t tilt” isn’t one of the complaints we were expecting to see in relation to yesterday’s Amazon...

Gartner’s Top 10 Strategy Tech Trends Hinge on AI and Impact CX

Research firm Gartner’s analysts have been playing with their crystal ball for a look into tomorrow’s must have tech features. In a move that will surprise no one, the latest list of technology trends for 2026, directly or indirectly, rely...

IDC Delivers A MarketScape for European CCaaS

The global market is never a level playing field for contact centres. Even the European theatre has many variables and niches that make it a hard landscape to judge for buyers. Enter IDC with the research brand’s first European-focused CCaaS...

The UK Customer Experience Awards 2025 Rocks Wembley

Thursday, London. Above the hallowed turf at Wembley Stadium, the Awards International team were busy preparing for the 16th edition of the UK Customer Experience Awards, while watching the pitch being set for the weekend’s NFL clash between the Jacksonville...

The UK Customer Experience Awards 2025 Winners Are Revealed!

On October 16, 2025, Wembley Stadium played host to one of the UK’s most eagerly anticipated industry nights: the UK Customer Experience Awards. In a ceremony that celebrated the voice of the customer, the ingenuity of service design, and the...

Tawuniya Shares the Importance of Top-Down CX Transformations

The CXM team are seeing more transformation stories coming from the Saudi region than ever before. This week, at Experience KSA – an experience management event organized by New Metrics in partnership with Medallia, Customer Experience Magazine spoke with HH Princess...

UK Consumers Resist AI Customer Support Unless It Comes with a Discount

Even though AI is popping up more in customer service, people in the UK still like talking to a real person—unless they can save money. A new study from 8×8 found that most people (83%) in the UK would rather...

Why Advertising’s Obsession with Gen Z Isn’t Working

From fashion and tech to finance and fast food, marketers can’t seem to get enough of Gen Z. Yet, according to new research from System1, the fixation is continuously missing the mark. The company’s latest Seeing Gen Z report reveals that...