Tag: Customer Experience

From Listening to Action – Medallia Redefines the Omni-Channel Experience

Listening is not enough, companies must act on what their customers are telling them says Medallia At Experience KSA, hosted by New Metrics in partnership with Medallia, Customer Experience Magazine caught up with Mark Boniface, Executive Advisor Global Alliances at Medallia,...

97% of Consumers Say Fraud Protection Is Their Top Priority in Choosing a Bank

Americans are growing uneasy about how fast artificial intelligence is being used to deceive them. From fake voices to phony bank reps, scams powered by AI are becoming so convincing that even cautious consumers are falling for them. A new study...

Dining Out in the U.S. Is Becoming a Rarer, More Deliberate Occasion

Inflation, shifting priorities, and new digital habits are turning each restaurant visit into a more selective experience, one that must feel worth the time and cost. A new Reputation survey conducted with Nielsen, released to coincide with National Leave a Review...

When AI Starts Shopping for Us, Who Pays for the Mistakes?

At first, AI was just a helpful sidekick, suggesting gifts, comparing prices, maybe summarising a few reviews. Now that convenience is turning into something bigger: AI is starting to shop for us. A new study from Riskified, which surveyed more than...

The UK Customer Experience Awards 2025 Winners Are Revealed!

On October 16, 2025, Wembley Stadium played host to one of the UK’s most eagerly anticipated industry nights: the UK Customer Experience Awards. In a ceremony that celebrated the voice of the customer, the ingenuity of service design, and the...

This Week in CX: AI Risks, Workplace Safety, and Engagement Innovations

Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news. This week, we highlighted AI scams costing businesses millions, building psychological safety at work, and how voice-based AI could boost employee engagement. We are also discussing updates from the...

Tawuniya Shares the Importance of Top-Down CX Transformations

The CXM team are seeing more transformation stories coming from the Saudi region than ever before. This week, at Experience KSA – an experience management event organized by New Metrics in partnership with Medallia, Customer Experience Magazine spoke with HH Princess...

UK Consumers Resist AI Customer Support Unless It Comes with a Discount

Even though AI is popping up more in customer service, people in the UK still like talking to a real person—unless they can save money. A new study from 8×8 found that most people (83%) in the UK would rather...

Why Advertising’s Obsession with Gen Z Isn’t Working

From fashion and tech to finance and fast food, marketers can’t seem to get enough of Gen Z. Yet, according to new research from System1, the fixation is continuously missing the mark. The company’s latest Seeing Gen Z report reveals that...

Medallia’s Mike Debnar says it is Time to Take Action in the Moment

At the recent Experience KSA event, the New Metrics experience managment event held with Medallia, CXM spoke to Mike Debnar, VP Retail Executive Advisor, at Medallia, to explore how CX transformation is evolving in the age of real-time data, empowered employees,...