Tag: Customer Experience

Experience KSA 2025 – Powering Vision 2030 Through Data, Technology & Human Insight

On 15th October 2025, senior leaders from government, business, and technology will gather at the Crowne Plaza Riyadh RDC Hotel & Convention for Experience KSA 2025 — a strategic summit where data, technology, and human insight converge to accelerate Saudi...

The UK’s New Shopping Habit Is Artificially Intelligent

Once seen as a novelty, artificial intelligence has insidiously found its way into the everyday shopping routine of millions of Britons. And rightfully so, as its advanced features make the journey easier than ever before. It now compares prices, suggests...

Gap Taps Google Cloud to Thread AI Through Every Corner of Retail

Gap Inc. is bringing artificial intelligence to the heart of its business. The retail group behind Gap, Old Navy, Banana Republic, and Athleta has entered a multi-year partnership with Google Cloud, aiming to reinvent how products are designed, marketed, and...

Delta Talks Up Leading CX Among US Airlines

Having announced third-quarter operating revenue of $16.7 billion and operating income of $1.7 billion with an operating margin of 10.1% last week, Delta Air Line’s earnings call went into some detail on the customer experience improvements the airline continues to...

Why Payment Resilience is the New CX Advantage

Recent payment outages across some of the world’s most recognisable brands have left customers unable to pay in store or shop online, seriously undermining consumer trust. These disruptions highlight a growing CX problem: payment failures are not rare glitches but...

Airship Adds RCS Messaging to Strengthen Customer Communication

Airship has added Rich Communication Services (RCS) to its platform, giving brands a more secure and interactive way to reach customers through their mobile messaging apps. Messages now display verified brand names, logos, and verification badges, helping customers distinguish authentic...

Dialpad Ends the Chatbot Era with Launch of Its Agentic AI Platform

Chatbots have long been the front line of customer service: familiar, often frustrating, and rarely helpful beyond simple questions. Dialpad thinks it’s time to move on. The company has launched its Agentic AI Platform, a system built to replace the static...

Ipsos and Engage Report on Human vs. Digital Interactions in CX

Fresh from the Engage Customer Experience Summit, one of the main talking points was a new report from Ipsos and event host Engage. Authored by Ipsos’ Jamie Thorpe and Matthew Chatterton, along with Nick Rust, MD at Engage, the report highlights...

AI Takes the Reins as Retailers Prep for a Tough Holiday Season

Last year’s Black Friday rush exposed a few cracks in the system. Some online retailers ran out of stock too soon, while others couldn’t keep up with orders or saw their AI tools fail at the worst possible time. According...

This Week in CX: From Broken CX to Human-Centered Experiences

Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news. This week, we explored CX and culture, covering Ian Fishwick’s leadership lessons, broken CX in organisations, trust in search, human-focused insurance with LV’s Chloe Stuttard, and AI project...