Category: Today’s pick

Interview: International Customer Experience Awards’ CX Leader of the Year, Claire Bristowe

While we’re starting to look forward to next year’s awards, the after glow of the recent ceremonies is still bright. CXM sat down with Aegon UK’s Claire Bristowe who looked in complete shock when named as CX Leader of...

The US Customer Experience Awards 2026 is Now Open 

The US Customer Experience Awards 2026 is Now Open   The US Customer Experience Awards (USCXA) entries are now OPEN! Organised by Awards International, in partnership with CXM, the USCXA programme invites companies and organisations across all sectors to showcase their most...

2026 Predictions: The Year AI Turns Nasty and Makes Us Lazy?

2025 goes out with an increasingly nasty smell around AI. First, there’s the ongoing risk of a bubble and crash among the major providers. And, this week, memory manufacturer Micron announced the closure of its popular, if niche, consumer/performance provider...

ChatGPT Launched a Shopping Research Feature and People Have Mixed Feelings

OpenAI has launched a new shopping research feature inside ChatGPT, turning the AI assistant into a product-finding and comparison tool in time for the holiday rush. The feature is rolling out on web and mobile for logged-in users across all plans...

Salesforce Says AI Agents Are Already Running Customer Experience

Salesforce opened its Q3 2026 earnings call by stating that AI agents are actively running customer experience inside some of the world’s largest organisations. Speaking alongside engineering, sales and finance executives, CEO Marc Benioff described a shift from isolated automation pilots...

CXM’s November Catch-Up and December CX Events Roundup

November may have come grinding to a halt due to Thanksgiving, but there was still plenty of action earlier on, with lots coming in December to keep an eye on. The highlight for the CXM team was definitely awards night for...

Friendly Fraud: The Fastest-Growing CX Problem in Digital Commerce

It might be tempting to dismiss the phrase as a paradox: “fraud” that’s “friendly”? Yet for merchants, it is anything but benign. Friendly fraud (sometimes tagged as “chargeback fraud” or first-party misuse) refers to situations where a customer makes a...

Zoom Talks Scaling the AI Customer Experience as Companion 3.0 Takes Off

Zoom is one of the last big tech companies declaring earnings before the Thanksgiving break, but not much is stopping the company’s growth as it moves more enterprise customers to AI-powered support. Based on modest but positive third quarter total...

Contact Centre Expo Roundup: Blending AI and People Skills

After a hectic couple of days, Contact Centre Expo from London’s ExCel Arena has come to a end. From running around the floor, a welcome feeling given the freezing weather outside, bagging key vendor interviews, and gathering insights and trends...

CXM Gets the Latest Views From Contact Centre Expo on Industry Trends and Ambitions

Contact Centre Expo is drawing to a close at London’s Excel Arena, but CXM was roving the show floor to capture the chat, insight and gossip from the key vendors, analysts and the movers and shakers of the call centre...