Category: Today’s pick

Executives Admit Their CX Is ‘Broken’ and Blame It on the Culture

Business leaders may talk endlessly about the power of great customer experience. Yet, few believe they’re getting it right. A new report from WSJ Intelligence and Code and Theory, The Experience Gap: AI’s Imminent Impact on CX, finds that 93%...

Opticon25 Highlights Marketing Experimentation and Bandits

London’s Barbican Hall played host to Optimizely’s Opticon25 gathering this week, celebrating two years of Opal AI momentum and growing adoption of the company’s content marketing platform. The event saw partners, customers and prospects checking out the latest ecosystem updates,...

Brits Are Turning to ChatGPT for Their Next Pint Spot

Brits are increasingly swapping word-of-mouth for word-of-machine when choosing where to eat or drink. A new report from Reputation and CGA by NIQ shows that AI tools like ChatGPT are now a go-to source for hospitality recommendations, on par with...

(Almost) Nothing Beats an In-Store Experience

Online shopping may be convenient, but for most consumers, it still can’t replace the feeling of walking into a store. According to Chatmeter’s 2025 In-Store Specialty Retail Report, 91% of shoppers say digital channels don’t compare to the in-store experience,...

AI Pushes IT Out of the Shadows and Into the Driver’s Seat, Says Zendesk

For years, employees braced themselves before contacting IT, dreading long wait times, repetitive questions, and the chance their problem wouldn’t be solved quickly. Zendesk’s latest IT Report suggests those days may be numbered. Artificial intelligence is moving IT leaders into...

91% of Gen Z Put Life on Hold Until They Earn Enough

Buying a first home, starting a family, or committing to other major milestones once marked the natural progression of early adulthood. Yet for Gen Z, those decisions increasingly come with a price tag attached. New findings from SurveyMonkey’s 2025 Workplace...

Five9: Agentic AI Isn’t the Future of CX, It’s Already Here

AI in the contact centre has moved from hype to measurable outcomes. After years of experimentation and small-scale pilots, many organisations are now committing to enterprise-wide deployments. Jonathan Rosenberg, Chief Technology Officer and Head of AI at Five9, believes the timing...

Zoomtopia 2025: AI Companion 3.0, Bringing Agentic AI to Work and Customer Experience

Zoom announced the arrival of AI Companion 3.0, the latest iteration of its intelligent assistant designed to weave agentic AI across every corner of its platform, at its flagship event, Zoomtopia 2025. More than just an assistant, AI Companion 3.0 is...

And the UK Employee Experience 2025 Awards Winners Are…

Wednesday, 17th of September saw the UK’s EX great and good, plus an impressive showing of new EX talent gather at the Hilton Hotel, Paddington in London. Under the stage lights, over 200 guests saw teams collect Bronze, Silver and...

When Insights Don’t Connect, AI Becomes an Expensive Illusion

The AI gold rush is well underway. Companies are hiring data specialists, building integration pipelines, and investing heavily in artificial intelligence to sharpen decision-making. Yet, many of those efforts are built on shaky ground. Without connected insights, AI could become...