Customer Experience

Vonage Adds Two-Way Messaging to Salesforce Agentforce Marketing

Vonage has announced the launch of Vonage Conversations for Agentforce Marketing, a new solution that brings two-way messaging directly into the Salesforce platform. Powered by Vonage Communications APIs, the offering enables businesses to manage customer conversations across SMS, WhatsApp, and...

“Pause” Is the Most Underrated Button in Subscriptions

Retention is the defining challenge for subscription businesses in 2026. According to Recurly’s 2026 State of Subscriptions report, slowing subscription growth is forcing brands to rethink how they manage churn, engagement, and long-term value. The pause button might be the...

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...

Google Cloud Brings Agentic AI to the Front Lines of Retail and Service at NRF 2026

At NRF 2026, Google Cloud presented its most concrete view yet of where customer experience is heading. Across food service, home improvement, and enterprise retail, the company introduced a new generation of agentic AI tools designed to actively complete tasks...

Jet-Powered Amperity AI to Boost flydubai’s CX

Flydubai is partnering with Amperity to boost customer experience value and insights as part of an ongoing transformation journey. Amperity’s data and intelligence platform will help connect traveller insights in real time, enabling deeper personalisation and more meaningful engagement across the...

Holiday Shopping Felt Easier This Year. Losing Customer Trust Was Easier Too

Holiday shopping in 2025 felt easier than in years past, with less searching and less back-and-forth. According to Talkdesk’s Post-2025 Holiday Shopping Survey, AI took work off consumers’ plates. Nearly 89% of U.S. shoppers turned to AI during the holidays, and...

AI Is Getting to Shoppers Before Brands Do, Survey Reveals

Shopping rarely starts where brands expect it to anymore. Long before a customer opens a retailer’s app, lands on a product page, or walks into a store, AI is already in the background helping them make sense of options, filter...

Chatbots Delivered AI-Powered Results in 2025, What’s Coming in 2026?

With the news from CES that Amazon’s Alexa+ is finally escaping the company’s consumer hardware and becoming a wider-ranging, web-based, virtual assistant, chatbots are back in the news. That’s after fading in the massive headlights of the rush to all-things...

RCS Is Turning Brand Texts into Something Consumers Actually Want

RCS messaging is becoming a preferred communication channel as consumers show growing interest in receiving text messages from brands. New research from Vibes, a mobile engagement platform, shows that customers are not only opting into more brand messaging but also expecting...

Allianz Turns to Anthropic to Formalise How AI Is Used Across Its Insurance Business

Allianz has announced a global partnership with Anthropic as it looks to bring more structure to how artificial intelligence is used across its insurance operations. The agreement focuses on internal productivity, claims automation, and meeting regulatory requirements, rather than launching...

When Money Is Tight, CX Takes the Hit

When customers feel under financial pressure, they tend to judge brands more harshly. New Qualtrics data shows that only 52% of consumers now say they feel financially secure, a three-point decline over the past two years. Inflation, job uncertainty, and...

OpenAI Launches ChatGPT Health With Medical Record and Wellness App Integrations

OpenAI has launched ChatGPT Health, a new dedicated health experience inside ChatGPT that allows users to ask health-related questions in a separate environment and optionally connect medical records and wellness apps for more personalised responses. The release reflects behaviour that was...