Tag: Customer Experience

Predictive CX: How the Smartest Brands Solve Problems Before Customers Notice

Customers today don’t want faster replies. They want fewer reasons to reach out in the first place. For years, customer experience teams optimised around speed: shorter wait times, faster tickets, quicker resolution. But shaving minutes off a support interaction doesn’t...

What AI Really Did to Holiday CX

The 2025 holiday shopping season marked a turning point for customer experience. For the first time, artificial intelligence became a visible and frequent part of how customers searched, bought, tracked, returned, and resolved issues with their orders. According to the Liveops...

Five9 Appoints New CEO Following Mike Burkland’s Planned Transition

Five9 has appointed a new Chief Executive Officer, with the change taking effect on February 2, 2026. The company said the appointment is part of a planned transition, with long-time CEO Mike Burkland staying on the Board of Directors to...

75% of Customers Say AI Support Is Fast but Still Frustrating

AI customer service got noticeably faster in 2025. Yet for many customers, that speed came at a cost. According to Glance’s newly released 2026 CX Trends Report, 75% of consumers say they’ve received a quick, AI-driven response that still left them...

Digital Burnout Is Becoming a Daily Experience for Always-On Customers

Digital burnout describes the mental fatigue that builds up when people are constantly connected, interrupted, and expected to respond online. It shows up as trouble staying focused, irritation with digital tools, and a growing urge to ignore messages altogether. What...

Rethinking Endings: Why Your Off-Boarding is the Final Chapter of Your Brand Story

We can divide the consumer lifecycle into three distinct phases: onboarding, usage, and off-boarding. At the beginning, businesses attract consumers through advertising and marketing, telling persuasive stories about the benefits of their product. That onboarding continues through packaging and first-use experiences...

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...

British Airways CEO Warns of a Future Where Brands Get Ignored

British Airways is preparing for a future where customers may no longer choose airlines at all. Instead, AI agents could do it for them, deciding which flights to book and which brands never even appear. Speaking at Globant’s Converge 2025 event...

Freshworks Acquires FireHydrant to Strengthen AI-Driven IT Operations

Freshworks is expanding its IT operations capabilities with the acquisition of FireHydrant, an AI-powered incident management and reliability platform. The move brings incident response and reliability engineering closer to IT service management, as organisations look for faster ways to detect,...

Google’s AI Is Phoning Businesses for Pricing and Many Aren’t Answering, Survey Reveals

Google’s AI is picking up the phone and calling local businesses to ask for pricing, and a new study shows many businesses are failing to respond. Introduced in July 2025, Google’s AI option in Search can check pricing at the US...