Tag: Customer Experience

“We are making physical spaces digital” – Mike Debnar on CX in Retail

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ICXA 25: Claire Bristowe Wins CX Leader of the Year!

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CXM talks to analyst Justin Robbins at Contact Centre Expo about the types value users focus on

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Hertz Car Rentals Highlights the Success of Its Customer Experience Revamp

Hertz was talking through its latest financial results recently. And a good chunk of the earnings call was taken up revisiting the US car rental company’s customer experience improvement efforts. The company hit revenue of $2.5 billion in the third...

Infobip Expands Branded Calling ID to Combat Rising Fraud Calls in North America

Infobip is expanding its Branded Calling ID (BCID) capabilities across North America as fraudulent and spoofed calls continue to erode consumer trust. The company is strengthening its voice portfolio and partnering with major U.S. telecom providers to make BCID easier...

What Companies Are Changing the Game for Black Friday?

According to the emails flooding into the CXM press release box, this year Black Friday is all about AI. Perhaps with a smattering of scam dodging, sales channel surge-preparedness and sifting through loads of SMS messages, depending on the vendor....

A Judge’s Perspective: How CX Innovation and Empathy Evolved This Year

It was a genuine honour to return once again as a judge at the UK Customer Experience Awards 2025. Having served in this capacity for several years, I continue to be deeply impressed by the calibre of entries and the...

CX Lore: Building Strong BPO Partnerships is Key

In this episode of CX Lore, David Dungay is joined by David Neale, CEO and Founder of GBPO Solutions to talk about his BPO accreditation programme and the gaps he saw in the market which led to its creation. In today’s...

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 on...

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

At this year’s Contact Centre Expo in London, 8×8 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 led...