Category: Today’s pick

The changing face of the cruise liner customer experience

The cruise liner market is back in full swing after the impacts of COVID, uncertain weather and troublesome seas. Passenger numbers reached 31.7 million in 2023, but while the promenade, dining and entertainment decks might look the same, a change...

AI is transforming businesses, but what happens to the CX jobs?

Artificial intelligence is changing the competitive landscape at an unprecedented rate. It’s easy to get the impression that if an organisation isn’t using AI, it is already falling behind. And that may well be true.A survey by Medallia claims that...

Getting personal without getting weird

On Valentine’s Day this year, Deliveroo launched what it thought was a charming campaign. The company sent handwritten love letters to select customers, posing as a secret admirer, along with a 15% off flowers voucher. Meant to be cheeky and...

Stop annoying your customers! The new rules of digital marketing

The battle for consumer attention in the digital age is fierce, and brands risk alienating audiences if their messaging is irrelevant and overwhelming. “The number one mistake is that people think that everything they have to say is important,” Rony...

HSBC UAE seizes top prize at GCXA 2025

HSBC UAE rounded out a successful day at the Gulf Customer Experience Awards (GCXA) by claiming the Overall Winner Award. The global bank also claimed golds for the Best Customer Centric Culture — over 1,000 employees, Best Complaint Handling...

State of mobile app accessibility, much more to do according to SOMAA report

With the European Accessibility Act about to kick in, more businesses need to review the accessibility of their apps. Highlighting a few good use cases and many more that could do better, The State of Mobile App Accessibility (SOMAA) report...

Further adventures in consulting: The power to influence the world

One of CXM’s recent hit features highlighted the skills and efforts of a CX consultant. Read “The pros and cons of the CX consulting life, from experts” to catch up if you’re considering stepping into a similar role. This month,...

Bruce Temkin wants to create human-centric organisations

Making money and delivering growth are at the core of modern business leadership. Deliver these two things, and the rest will take care of itself. In the late ‘90s things started to slowly change. Organisations became more aware of the...

The reality of customer experience in hospitality

For decades, the hospitality industry has promised guests a seamless, personalised experience, recognising that people choose hotels to relax, not to face additional stress from poor service.But, achieving consistency across thousands of hotels — many with different owners and varying...

Taking flight: navigating the complexities of modern airport customer experience

In the fast-paced world of air travel, customer experience can make all the difference between a stressful journey and a seamless adventure.“We take away the stress… we look after them from curb to wing,” Suzanne Tormey, operations manager at Dublin...