Tag: Customer Experience

Chatbots Delivered AI-Powered Results in 2025, What’s Coming in 2026?

With the news from CES that Amazon’s Alexa+ is finally escaping the company’s consumer hardware and becoming a wider-ranging, web-based, virtual assistant, chatbots are back in the news. That’s after fading in the massive headlights of the rush to all-things...

RCS Is Turning Brand Texts into Something Consumers Actually Want

RCS messaging is becoming a preferred communication channel as consumers show growing interest in receiving text messages from brands. New research from Vibes, a mobile engagement platform, shows that customers are not only opting into more brand messaging but also expecting...

Allianz Turns to Anthropic to Formalise How AI Is Used Across Its Insurance Business

Allianz has announced a global partnership with Anthropic as it looks to bring more structure to how artificial intelligence is used across its insurance operations. The agreement focuses on internal productivity, claims automation, and meeting regulatory requirements, rather than launching...

When Money Is Tight, CX Takes the Hit

When customers feel under financial pressure, they tend to judge brands more harshly. New Qualtrics data shows that only 52% of consumers now say they feel financially secure, a three-point decline over the past two years. Inflation, job uncertainty, and...

OpenAI Launches ChatGPT Health With Medical Record and Wellness App Integrations

OpenAI has launched ChatGPT Health, a new dedicated health experience inside ChatGPT that allows users to ask health-related questions in a separate environment and optionally connect medical records and wellness apps for more personalised responses. The release reflects behaviour that was...

Who Was Really Shopping in 2025: You or AI?

Over the last 12 months, shopping no longer followed the familiar pattern of search, scroll, compare, and decide. For many consumers, that work had already been outsourced, whether they knew it or not, to AI. Across retail, ecommerce, and digital experience,...

AI Glasses Make Consumer-Friendly Waves at the CES Show

Connected smart glasses have been on the scene for over a decade, with Google’s Glasses and Microsoft’s Holovision leading the charge, and Apple incubating a pair for seemingly ever. However, with the arrival of AI, the spatial computing market for...

Retail Getting Phygital in 2026 With Stronger Customer Connections

Phygital is yet another buzzword that’s coming around for a fresh lease of life thanks to the rise of AI and mixed reality across retail and consumer technology. Verizon’s Global Head of Retail, James Hughes is first out of the...

Consumer Electronics Show Highlights New AI-Powered Gadgets, Complicating Future CX Interactions

All eyes are on Las Vegas this week as the next-generations of consumer goods, from cars to refrigerators, smartphones to TVs and other gadgets all adopt AI to change how consumers perceive technology, interact with it, and how that changes...

CXMStars Returns — 2026 Edition Now Open! 

Customer Experience Magazine is thrilled to announce that CXMStars™️ 2026 is officially open for entries! Now in its seventh year, CXMStars™️ returns to recognise and celebrate the most inspiring customer experience (CX) professionals and thought leaders from around the world. This is...