Tag: Customer Experience

Trust Decides Where Patients Go

Patients have changed from passive recipients of care to informed consumers making deliberate choices. According to Healthcare Consumer Experience 2025, Press Ganey’s latest report, the healthcare consumer experience has become a strategic discipline built on trust. People want safety, simplicity...

Increasing Restaurant Spend Per Head in a Tough Economy: Changing Mindset and Strategy

Achieving resilience through a difficult economy and growing out of it on the other side is not an easy feat. Sure, some restaurants and pubs strike it lucky. They seem to have that holy-grail location and solid customer base; a...

Medallia Helps Northumbrian Water Elevate Customer Experience for 4 Million Users

Northumbrian Water Group has partnered with Medallia on a project aiming to modernise how the utility company listens to, understands and serves its 4 million customers. Northumbrian Water provides supply and sewerage services to 2.7 million households in the North East...

This Week in CX: Where Innovation Meets Empathy

Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news. This week, we explored why AI isn’t fixing retail marketing bottlenecks, how award-winning brands use it in CX, and what multimodal tech and shadow IT mean for the...

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...

How Award-Winning Brands Use AI for Customer Service: Real Examples from Winners

A few years ago, “AI in customer service” meant a chatbot that got stumped by basic questions and a queue that never ended. We’ve all been there, typing “speak to an agent” like our lives depended on it. The brands pulling...

Achieving True Customer Centricity in 2026: The Playbook for CX-First Brands

A few years ago, customer centricity was something every company claimed to be, but not something most proved. It meant smiling more, sending a survey, maybe adding “customer-first” to your values page. But the game has changed. Today, customer centricity...

New Report Reveals Why AI Isn’t Solving Retail Marketing Bottlenecks

Despite widespread adoption, marketers report that growing content demands are outpacing their ability to produce and distribute campaigns through AI. Does the issue lie in how companies are using AI or the technology itself? Typeface’s new Signal Report: Retail Edition finds...

Is Overcommunication the New CX Crisis?

The constant ping of offers, updates, and “urgent” alerts may be doing brands more harm than good. Every brand wants a piece of your attention, but most people have already tuned out. According to CSG’s 2026 State of the Customer Experience...

AWS and OpenAI Sign Record $38B Cloud Deal, the Largest in AI History

OpenAI is moving a major chunk of its computing muscle to Amazon Web Services, marking one of the largest cloud deals ever signed in artificial intelligence. The $38 billion, multi-year partnership gives OpenAI access to AWS’s newest supercomputing infrastructure and...