Category: This Week in CX

This Week in CX: Are We Designing Experiences or Frustrations?

Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news. This week, we highlighted how AI and digital trends are reshaping holiday shopping, customer experiences, dining habits, and health interactions. We are also discussing updates from the Wall Street...

This Week in CX: AI Risks, Workplace Safety, and Engagement Innovations

Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news. This week, we highlighted AI scams costing businesses millions, building psychological safety at work, and how voice-based AI could boost employee engagement. We are also discussing updates from the...

This Week in CX: From Broken CX to Human-Centered Experiences

Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news. This week, we explored CX and culture, covering Ian Fishwick’s leadership lessons, broken CX in organisations, trust in search, human-focused insurance with LV’s Chloe Stuttard, and AI project...

This Week in CX: AI Agents Take the Lead

Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news. This week, we explored how Brits are turning to ChatGPT for their next pint spot, best practices for employee engagement surveys, and the gap between brand trust and...

This Week in CX: Where AI, Gen Z, and Trust Collide

Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news. This week, we explored agentic AI in CX, Gen Z putting life on hold for financial security, smarter employee listening strategies, and how AI-powered verification is boosting trust...

This Week in CX: AI Challenges, Gen Z Habits, BNPL Risks

Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news. This week, we explored why CX leaders still struggle to turn AI investments into results, why more than half of Gen Z check employer social media before applying,...

This Week in CX: AI Gets Personal, Fashion Goes Digital

Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news. This week, we explored how brands and tech leaders are redefining customer experience—from 8×8’s human-first take on AI, to Zoom’s move into cars, and Ralph Lauren’s launch of...

This Week in CX: Award-Winning CX and AI Trends to Watch

Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news. This week, we explored the latest in customer experience and AI innovation, from Istanbul Airport earning Level 5 ACI CX accreditation, to OpenAI introducing new safety guardrails for...

This Week in CX: Rethinking Loyalty and AI in the Age of Gen Z

Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news. This week, we explored how loyalty programs are evolving for Gen Z, the rise of digital-first service technologies, and the surprising gaps in AI adoption within banking contact...

This Week in CX: AI Is Making Decisions for You

Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news. This week, we explored how AI is reshaping healthcare decisions, the latest trends in workplace etiquette, and why trust in creators and customer experience is on the rise...