Tag: Customer Experience

CX Lore: Building Strong BPO Partnerships is Key

This Week in CX: Insight That Could Change Your 2026 Plans

Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news. This week, we explored how London Luton Airport is expanding career pathways for the next generation, examined the growing concerns around an AI bubble and its impact...

8×8 Makes the Case for Frictionless CX at Contact Centre Expo

At this year’s Contact Centre Expo in London, 8x8 began by laying out a simple premise: customers expect conversations that carry across channels seamlessly, without losing context or momentum. The session, “Frictionless by Design: Modernising Customer Experience with CPaaS”, was...

A Judge’s View from the International Customer Experience Awards with Ana Pia Pušić

The recent ICXA final judging and awards presentations were a rollercoaster of emotions and excitement for the finalists, judges as well as the organisers. We've already had a look from the perspective of some of the judging panels on the...

Flipdish Turns the Phone Into a Profit Engine With Its New AI Agent

Restaurants know the phone can be both a lifeline and a bottleneck. Orders, questions, last-minute changes and customer requests all come through the same line. When staff are stretched, calls frequently go unanswered, and those missed moments translate directly into...

AI Is Resetting the Role of Research Inside Modern Organisations, Survey Reveals

Market research is entering a phase where influence inside organisations is no longer earned through tenure, experience, or process discipline. According to Qualtrics’ new 2026 Market Research Trends report, the real dividing line is whether teams have moved beyond basic...

What Happens When Insight Stops Sitting on a Shelf? Viasat Found Out

Behind Viasat’s gold win for Best Innovation in CX at the UK Customer Experience Awards 2025 is a simple but striking question: what happens when a company with thousands of insight reports finally unlocks all of them for every employee,...

AI Can Help Customers Shop but Flexible Payments Help Them Stay

Holiday shopping always reflects the mood of the moment, and this year that mood is split between curiosity and caution. Shoppers are leaning into technology in ways that would have seemed unlikely only a few seasons ago — asking AI...

PayPal+ Delivers Free Loyalty Scheme for UK Online and In-Store Shoppers

This Week in CX: From AI Controversies to Retail Innovation

Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news. This week, we explored the latest in CX and innovation, from the critical role of human judgment in AI-powered customer experiences to the winners of the ICXA25...