Customer Experience

Who Was Really Shopping in 2025: You or AI?

Over the last 12 months, shopping no longer followed the familiar pattern of search, scroll, compare, and decide. For many consumers, that work had already been outsourced, whether they knew it or not, to AI. Across retail, ecommerce, and digital experience,...

AI Glasses Make Consumer-Friendly Waves at the CES Show

Connected smart glasses have been on the scene for over a decade, with Google’s Glasses and Microsoft’s Holovision leading the charge, and Apple incubating a pair for seemingly ever. However, with the arrival of AI, the spatial computing market for...

Retail Getting Phygital in 2026 With Stronger Customer Connections

Phygital is yet another buzzword that’s coming around for a fresh lease of life thanks to the rise of AI and mixed reality across retail and consumer technology. For those unfamiliar, phygital refers to the blend of physical and digital...

Consumer Electronics Show Highlights New AI-Powered Gadgets, Complicating Future CX Interactions

All eyes are on Las Vegas this week as the next-generations of consumer goods, from cars to refrigerators, smartphones to TVs and other gadgets all adopt AI to change how consumers perceive technology, interact with it, and how that changes...

2025 Was About Agentic AI. What Comes Next?

2025 was the year artificial intelligence moved deeper into doing. What began as a promise of autonomous agents in research papers and visionary roadmaps became a tangible force in customer experience, enterprise automation, and strategic toolkits across industries. “Agentic AI” describes...

Editorial Guidelines for Contributors – 2026

Do you have an original idea you want to share that relates to the world of CX? The editorial team welcome you to submit your content for review. The main topics we cover are customer experience (CX), employee experience (EX),...

The Difference Between Customer Service and Customer Experience That’s Quietly Costing You Customers

If you’ve ever sat in a meeting where half the room said, “We need a better customer experience” and the other half replied, “We just hired more agents…”, you already know the problem. Inside most organisations, the difference between customer service...

Unified Customer Experience: The Evolution of Omnichannel

More channels don’t fix broken journeys. A single operating spine does; the kind that connects data (what’s known), decisioning (what happens next), and design (how it feels). When that spine is in place, organisations deliver a unified customer experience that...

Empathetic CX: How Customer Sentiment and Customer Emotion Impact Loyalty, Revenue, and Reputation

A phone rings in your contact centre. It gets answered in under 30 seconds. The customer issue is resolved quickly. On paper, the metrics are perfect. But later? That same customer posts a frustrated review about feeling unheard. In today’s world, moving...

Digital Exhaust: The Behaviour Customers Leave Behind

Digital exhaust is one of the most consequential data streams in modern business strategy, precisely because most organisations generate it in vast quantities and, until recently, treated it as an afterthought. It’s important for customer experience (CX) leaders to understand...

Americans Spent More This Holiday Season, Across Stores, Screens, and Experiences

Holiday spending in the U.S. went up this year compared to last, even as people felt more uneasy about the economy. According to new data from Visa and Klarna, shoppers were still willing to spend, but they were more careful...

Healthcare Is Done Experimenting With AI

Healthcare organisations are no longer asking whether AI belongs in their operations. That question has been answered. The real question now is whether AI can deliver results quickly, safely, and without disrupting already strained systems. A new executive outlook report from...