Category: Today’s pick

Americans Adapt Spending Habits Amid Economic Pressures

A new study from strategic market research firm Alter Agents highlights the growing impact of economic pressures on U.S. consumer behaviour in 2025. The research emphasises how inflation, political instability, and trade concerns are forcing Americans to rethink their spending...

Social Is the New Search: Gen Z Is Redefining Discovery Online

A major generational shift is underway, reshaping how people find information, make decisions, and interact with brands. According to Sprout Social’s latest report, Gen Z is no longer just using social media for entertainment—they’re turning to it first for answers,...

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...

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,...

6 reasons why awards programmes deliver ROI

Much like the A-list stars that rocked up to the 97th Academy Awards ceremony this year, we all crave a little recognition.Even if you claim modesty, or demur your moment in the spotlight, you will be over the moon if...

Support employee needs in the work-from-home conflict

Employees face confusion over ever-changing work-from-home or return-to-office demands. Offering a practical and balanced approach can save companies from operational chaos and an unhappy workforce, wherever they are located. The work-from-home debate rages onWhen the Mayor of London weighs in on...

Can a 4-day week create a better employee experience?

The world of work is a dynamic environment, where a recent focus on flexibility has turned the topics of employee engagement and attendance into politically charged issues. Implementing a 4-day week doesn’t just affect the business, its workers, and partner...