Category: Customer Experience

Qualtrics and Singapore Airlines Partner For A Customer Experience Jet Boost

CX vendor Qualtrics has bagged another partner with a three-year deal to support Singapore Airlines’ customer experience efforts. The project will help the airline better understand customer concerns and preferences through research, data analytics, and artificial intelligence (AI). The CX approach...

Patients Trust Hospitals That Get the Basics Right

In a complex care environment, patient loyalty still hinges on simple truths like feeling safe, being heard, and seeing care teams work together. A new report from Press Ganey, based on 10.5 million patient encounters, shows that health systems delivering on...

Holiday Shoppers Are Spending Big in 2025, And They’re Rewriting the Rules

Tariffs, inflation, and global uncertainty aren’t stopping consumers from embracing the 2025 holiday season. According to the Salsify Consumer Holiday Shopping Report, 75% of shoppers plan to spend the same or more on gifts this year, a clear sign that...

Crescendo Integrates Amazon Nova Sonic to Deliver 24/7 AI-Powered Voice Support

Crescendo has unveiled a breakthrough in voice automation. By integrating Amazon’s Nova Sonic foundation model, designed specifically for advanced speech recognition and generation, Crescendo now provides businesses with fully automated, human-like voice support across all customer touchpoints. With this new capability,...

Odigo Just Solved the CX Problem No One Was Talking About

As customer experience (CX) solutions grow more sophisticated and more expensive, Odigo asked a different, much-needed question: “In the race to be more advanced, who’s making sure everyone can still afford the basics?” With many providers chasing high-end enterprise features and...

Hobbycraft gets Crafty With AI and Freshworks for Smarter Customer Service

At Freshworks’ recent Refresh Europe event in London, heralding the launch of the new and improved Agentic Freddy AI, CXM interviewed Simon Birch from Hobbycraft, a UK arts and craft retail chain, to see how AI and cloud fit into the...

What’s Fuelling Impulse Buys in 2025? Promotions, Displays & Instant Gratification

Even as economic caution grows among U.S. consumers, discretionary spending remains surprisingly resilient. According to a new report from Optimum Retailing, 72% of Americans made an unplanned in-store discretionary purchase within the past month. This trend persists despite nearly 7...

Dubai Airports’ Greet and Go Service Speeds Visitor Arrivals

Hanging around airports looking for your name on a sign, waiting for the Uber to turn up or finding your tour group remains one of travel’s more annoying aspects. To address the problem. Dubai Airports has launched DXB Greet &...

Welcome to the Frustration Economy: Mobile Users Are Over It

Mobile user frustration is hitting record highs in 2025, according to Fullstory’s newly released report. After analysing over 14 billion user sessions across industries like retail, financial services, food and beverage, travel, gambling, and software, the findings show that mobile...

Zendesk’s AI Now Writes, Watches, and Warns in Real Time

Zendesk is going all-in on AI again, this time rolling out a powerful batch of updates aimed at doing less talking and more resolving. The latest upgrades to its Resolution Platform include AI agents that can handle email, a historically...