Category: This Week in CX

This week in CX: Gen Z, Pharma Innovation & Beauty Retail Warnings

Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news.This week, we’ve explored how Gen Z rethinks workplace communication, why beauty shoppers feel overwhelmed, Pfizer’s new CX metric for pharma reps, and the pitfalls of poor personalisation.We’re...

This week in CX: when bots break rules and brands break trust

Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news.This week, we’ve explored how AI agents are posing new identity security risks, the fallout from Adidas’s customer data breach via a third-party vendor, and the growing mistrust...

This week in CX: lost items, AI breaches & summer travel realities

Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news.This week, we’ve explored a range of stories shaping consumer trust and travel, from shifting expectations in summer travel to digital scepticism, and the evolving airport experience at...

This week in CX: deepfakes, digital payments, and destination travel

Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news.This week, we’ve explored how deepfakes are emerging as a new security threat in call centres, why Gen Z and Millennials demand seamless in-app payments, and what the...

This week in CX: major moves in food delivery and customer loyalty

Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news.This week, we’ve explored key developments, including DoorDash’s £2.9 billion acquisition of Deliveroo, AWS’s move to modernise contact centres, and how few UK firms are prepared for upcoming...

This week in CX: AI won’t save bad marketing

Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news.This week, we’ve explored how brands can stop annoying their customers by finding the balance in personalisation, the double-edged power of AI-driven ads, and why reskilling is now...

This week in CX: from AI hype to human impact

Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news.This week, we’ve explored the rise in e-commerce AI spending, shifts in 2025 corporate travel plans, and how AI is enhancing—not replacing—human roles.We’re also discussing new updates from...

This week in CX: the accessibility wake-up call and AI’s rising role

Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news.This week, we’ve explored the state of mobile app accessibility and the urgent need for improvement, the rising expectations around video content, and how AI is reshaping predictive...

This week in CX: is retail evolving faster than we can see?

Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news.This week, we explored the push for the revolution of in-store retail, the need for AI in customer-centric organisations, and how helping customers is the priority now more...

This week in CX: the rise of human-centric leadership

Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news.This week, we explored the push for human-centric organisations, the influence of consulting, Gen Z’s growing dislike of credit cards, and why Brits shy away from salary discussions.We’re...