Funnel Stage: Awareness

Freshworks Updates Freddy AI with New Vertical Agents

Launched back in the early summer, Freddy AI has been getting his feet under Freshworks users’ desks for some time now. Now Freshworks has announced major updates to both its CX and IT product lines. The broader push aims to...

Radisson’s Creator Hub Innovates Travel Storytelling

Having picked up the Best Digital Transformation (Over 5,000 Employees) Award at last week’s International Customer Experience Awards, Radisson Hotels is showing the way forward when it comes to the hugely valuable influencer travel market. Creator Hub is a new collaboration...

Newell Brands’ Customer Experience Centre Strengthens Retail Partnerships and Showcases Innovation

Customer Experience Centres are popping up all over the place at the moment. There one for Mercedes Benz Trucks in Germany, and another coming soon to the UK from Chinese auto firm AION soon. Popping up on the other side...

Celebrating the Glitz and Glamour From the International Customer Experience Awards 2025

Starting at a tangent, depending on who you believe, businesses with a strong sense of customer belonging enjoy a five-to-six times revenue growth rate compared to others. Purely coincidentally; the impossibly, effortlessly, glamourous Italian couple leaving the Park Plaza London...

Everest Group’s Peak Matrix Assessment Highlights Global CXM Trends

For CXM buyers looking to adopt a new CX solution there is endless advice out there, with Everest providing a broader perspective. Gartner has its largely US-centric Magic Quadrants, Forrester at least takes an interest in global differences, but it...

The Price of Doing Business or £32 Billion in Frankenstack Waste? Freshworks Investigates The Cost of Complexity

As a business software user, glued to a laptop, there’s always a sneaking suspicion that software vendors, especially in the SaaS era, endlessly push new services and concepts. Features that many companies and their workers don’t need, creating complexity. That’s often...

Airbnb’s AI Speeds Customer Service, Boosts Profits, Plans for Real World Impact

Airbnb announced revenue up 10% for its latest quarter, driven by 133.6 million nights and seats booked, up 9% from a year ago. Within the app and company’s system, AI is playing a larger role in boosting those numbers, and...

The Grand Theft Auto VI Delay and Customer Experience, and You

Technology product delays are nothing new. But in the world of SaaS and cloud, they’ve become something of a non-story as release cadences and feature slips glide further up the roadmap. Making the Grand Theft Auto VI game delay big...

Top 5 Insights from New Metrics at EXP KSA

In October, CXM attended the New Metrics CX event in Saudi Arabia. Here are some of the key learnings Saudi Arabia is a region that has moved from talking about customer experience to now delivering it at scale. That evolution was...

Crescendo Offers A CX First: Multimodal AI With Simultaneous Voice, Text and Visual Interactions

As customer experiences become less about the written and typed word, consumers will expect to communicate with brands in ways that suit them. Enter Crescendo, with an AI that is happy to communicate in text, verbal or visual methods. As...