Customer Experience

UK Regulator Reminds Businesses: Consumer Law Still Applies to AI Agents

The UK’s Competition and Markets Authority (CMA) has published new guidance making clear that consumer protection law applies in full when businesses deploy AI agents, and that companies will be held responsible for what those agents do. The CMA assures it...

Five Women on What CX Stands to Lose in 2026

In recognition of International Women’s Day 2026, we asked five leading voices from the CXM Stars 2026 programme to name the challenge that is defining their work this year. Spanning Kenya, Georgia, and the UK, their answers cut to the...

Adobe and MLB Team Up to Knock Fan Experiences Out of the Park

Adobe and Major League Baseball have announced a major expansion of their multi-year partnership, placing artificial intelligence at the centre of how the sport connects with its fans. The deal positions Adobe as the official Presenting Sponsor of MLB Opening...

Scams Are Now Part of the Online Shopping Experience and Brands Are Absorbing the Damage

Buying online has become second nature for most consumers. So has running into a scam. New research from business ratings platform Clutch finds that 71% of consumers have encountered a scam or attempted scam while shopping online. Nearly all consumers...

Forsta Introduces Purpose-Built Market Research Agents that Cut Reporting Time in Half

Press Ganey Forsta has launched a suite of AI agents inside its Research HX platform designed to help market research teams work faster without cutting corners on quality. The company says the agents can reduce reporting timelines by 50% by...

Voice Bot Best Practices For Teams That Actually Care About Customer Experience

Voice in the contact centre never lost its appeal as a channel. It just became the place customers go when things feel tense. When the order’s late, when the bill’s wrong, and when typing feels slower than just saying, “Can...

The AI Dilemma: What Top CX Professionals Really Think About Automation vs. Human Touch

If there is one topic that united CX professionals in 2025 and promises to define 2026, it is the rise of artificial intelligence. The conversation has moved on from breathless predictions. Now, the leaders featured in CXM Stars 2026 are...

Consumers Are Less Forgiving of AI Mistakes Than Human Ones, Medallia Report Reveals

Customer experience teams are deploying artificial intelligence at a pace that would have seemed ambitious just two years ago. Most have measurable goals for it, and many are embedding it directly into customer-facing interactions. What the latest data suggests, however,...

AgentPass Becomes Paz.ai, Betting on the Agentic Commerce Wave

When a company changes its name, it is making a statement about where it believes the market is heading. AgentPass has done exactly that, rebranding as Paz.ai to focus squarely on agentic commerce. It is a bold move. The question...

RCS Is Coming to the Netherlands, Powered by Twilio

Twilio has announced a partnership with KPN Netherlands to bring Rich Communication Services (RCS) Business Messaging to the entire Dutch market, with Google’s infrastructure underpinning the rollout. The announcement was made at Mobile World Congress 2026 and marks a turning...

Privacy-First Data-Driven Engagement: Getting More Engagement Without Crossing the Line

You probably don’t need convincing that data-driven engagement matters. It’s the difference between engagement that runs on gut feel and engagement you can actually explain when someone asks why it happened. When companies don’t use data well, you see the ripples constantly....

Micro-Moment Engagement: The Seconds That Make or Break Customer Experience

For all the work companies keep doing in “customer engagement”, most still forget one important truth. Relationships aren’t built on one exciting moment. They’re nurtured. That’s why Micro-moment engagement has become the real job. Not “being everywhere.” Being useful right when...