Today’s pick

Hawaiian Airlines Investing $600 Million in Customer Service to Win Back Tourists

Late last year, we were talking about Alaskan Airlines new CX efforts, with collectible cards and other goodies for flyers. Now Hawaiian, a part of the same group, is showing off its 5-year, $600 million, plan to boost visitors to...

Low Loyalty, High Inertia Is Currently Defining US Consumer Banking

American consumers are not as loyal to their banks as the industry might hope. They are simply reluctant to move. According to Raisin’s 2026 State of Consumer Banking Report, 65% of Americans have switched banks at least once, and almost 30%...

Support Beats Pay in Agent Happiness, New Report Finds

Contact centres have treated pay as the main lever for keeping agents in their seats, hoping that increasing salaries and adding bonuses will make people stay. Calabrio’s latest Voice of the Agent report reveals that money is no longer what...

Hyperpersonalisation Fails When Brands Don’t Know When to Stop

Hyperpersonalisation is often touted as the next frontier of customer experience. The promise that brands can know exactly who their customers are, what they want, and when they want it. But for many organisations chasing this ideal, the reality is messier...

Lily Padding and the Employee Experience

A casual look at LinkedIn, shows career carnage in the workplace, with more redundancy rounds and talented teams being ripped apart across all departments large and small. For those unaffected, many are clinging onto their roles or quiet quitting. And,...

Why AI Productivity Gains Aren’t Turning Into Better Work

Thanks to AI, many employees finish tasks faster, draft content more quickly, and get answers in seconds instead of minutes. Yet new research from Workday suggests that this speed is not leading to better work in most organisations. Instead, much...

AI Investment Roundup: Parloa, Listen Labs and Incentifi Pick Up Funding for CX/EX Products

German-founded Parloa, a growing provider of AI agents elevating enterprise customer experience has announced a $350 million Series D funding round. The news brings its overall valuation to $3 billion. Last year saw some impressive activity on the startup M&A...

Luton Airport Gets Record Customer Satisfaction Scores

London Luton Airport rounded off 2025 with its highest ever customer satisfaction scores. Passengers praised its simple and friendly customer experience, with speed, efficiency, airport staff, the range of amenities and transport links all rating highly. The airport flew over...

This Holiday Season Normalised Data Oversharing With Brands

How much personal data did shoppers really give up this holiday season, and when did that start to feel normal? The 2025 holiday rush pushed millions of consumers through fast checkouts, personalised offers, and last-minute delivery promises. In that rush, data...

“Pause” Is the Most Underrated Button in Subscriptions

Retention is the defining challenge for subscription businesses in 2026. According to Recurly’s 2026 State of Subscriptions report, slowing subscription growth is forcing brands to rethink how they manage churn, engagement, and long-term value. The pause button might be the...

CX Winners Among the Happiest Workplaces Announced in WorkL’s Global List

Employee experience can be hard to measure through internal metrics with many workers unwilling (and a few, always too willing) to rock the boat. External insights give a better example, with WorkL’s latest “World’s Happiest Workplaces” list seeing over a million...

Forrester Predicts AI Will Cut 10.4 Million US Jobs by 2030

Artificial intelligence will eliminate some jobs over the next five years, but it will not trigger mass unemployment, according to a new forecast from Forrester. In its latest report, The Forrester AI Job Impact Forecast, US, 2025–2030, the analyst firm estimates...