Digital Experience

Total Experience Management: The Next Stage of the Experience Revolution

Every company insists it is prioritising experience. Customer experience (CX) management programmes are running end-to-end, employee experience (EX) initiatives are in place to stay ahead of skills shortages, and UX strategies are being refined. That part is encouraging. More teams are finally...

AI Has Set a New Baseline for Digital Experience Quality

There is a version of the AI traffic story that most digital teams are telling themselves, and it goes something like this: AI is sending us higher-quality visitors, conversion rates are up, and the channel is growing fast. It’s accurate,...

Half of Consumers Have Switched Brands Over In-App Payment and Refund Experience

Brands know their apps are missing financial tools that customers want. Most are doing nothing about it. As a result, The more customers are walking away, choosing rivals whose apps make paying, earning rewards, and getting refunds faster and simpler. New...

CXM Tech Stars Launches — Recognising the People Building the Future of CX Technology

Customer Experience Magazine is delighted to announce the launch of CXM Tech Stars, a new global recognition programme dedicated to technology innovators in the customer experience space. Remember CXM Stars? This one’s a bit different. While our previous CXM Stars focused...

From INBOUND to UNBOUND: HubSpot Declares the Funnel Era Over

HubSpot has announced that its flagship annual conference, INBOUND, will be renamed UNBOUND from this year. The event, which has drawn hundreds of thousands of marketers and business leaders over 15 years, will take place under its new name in...

Visa Enables Agentic Commerce at Scale, But Are CX Leaders Ready?

Visa has launched Intelligent Commerce Connect as preparation for the coming wave of AI agents in online retail. The single on-ramp to agentic commerce enables businesses of any size to accept payments from AI agents, make their product catalogues discoverable...

82% of Consumers Won’t Use Billing Platforms That Can’t Prove They’re Secure

Online scams cost consumers over a trillion dollars globally last year. A new InvoiceCloud survey finds that 82% of consumers are more likely to use a billing platform that clearly displays its security credentials, and when those signs are missing,...

Cisco Security Updates Address ‘Top Barrier’ to AI Agent Adoption

Security concerns remain one of the most significant obstacles standing between AI agents and widespread enterprise adoption. Cisco has long championed a future where AI operates as a digital co-worker, but for that vision to take hold, organisations must first...

Consumers Will Let AI Shop for Them, Just Don’t Touch the Card

Retailers have spent the past year racing to embed AI agents into the shopping journey. Walmart linked up with Google’s Gemini. Salesforce acquired an AI commerce platform. Brands are optimising their product data for AI discovery rather than search engines....

Scams Are Now Part of the Online Shopping Experience and Brands Are Absorbing the Damage

Buying online has become second nature for most consumers. So has running into a scam. New research from business ratings platform Clutch finds that 71% of consumers have encountered a scam or attempted scam while shopping online. Nearly all consumers...

Google and Klaviyo Partner to Turn Search Queries into Real-Time Customer Conversations via RCS

Google and Klaviyo have announced a strategic partnership that lets consumers chat directly with a brand from a Google Search result, without visiting a website or downloading an app. The deal brings together Google’s search and advertising reach with Klaviyo’s customer...

Salesforce Acquires Cimulate to Advance AI-Powered Product Discovery in Retail Commerce

Salesforce has signed a definitive agreement to acquire Cimulate, an emerging technology company specialising in AI-powered product discovery and agentic commerce. The acquisition advances Salesforce’s push to replace keyword-based search with intent-driven product discovery in retail. Upon completion of the deal,...