Tag: Customer Experience

Amazon Accuses Perplexity’s AI of Shopping on Its Site Without Permission

Amazon’s legal threat against Perplexity AI has become the first major test of what happens when artificial intelligence starts handling the shopping experience for consumers. The tension erupted after Amazon sent a cease-and-desist letter accusing Perplexity’s Comet assistant of unauthorised automated...

The Case for Human Judgment in AI-Powered Customer Experience

Customer service leaders have spent years chasing automation as the answer to scale and cost pressures. Despite rapid advances in AI, the customer experience data tells a different story, one that shows where technology stops and human judgment must step...

Primark Boosts Customer Experience With New Store Designs

Competing with online retail, physical stores need to maximise their commercial performance and attract more customers. In response, Primark, the European fashion retailer, is optimising its selling spaces by investing in a new store design concept. The concept increases a store’s...

The Judges’ View from the International Customer Experience 2025 Awards

This week, a global stampede of businesses, all leading exponents of customer experience, will descend on London. Destination, the award ceremony of the International Customer Experience 2025 Awards. The judging took place last week, with over 300 judges presiding over...

Trust Decides Where Patients Go

Patients have changed from passive recipients of care to informed consumers making deliberate choices. According to Healthcare Consumer Experience 2025, Press Ganey’s latest report, the healthcare consumer experience has become a strategic discipline built on trust. People want safety, simplicity...

Increasing Restaurant Spend Per Head in a Tough Economy: Changing Mindset and Strategy

Achieving resilience through a difficult economy and growing out of it on the other side is not an easy feat. Sure, some restaurants and pubs strike it lucky. They seem to have that holy-grail location and solid customer base; a...

Medallia Helps Northumbrian Water Elevate Customer Experience for 4 Million Users

Northumbrian Water Group has partnered with Medallia on a project aiming to modernise how the utility company listens to, understands and serves its 4 million customers. Northumbrian Water provides supply and sewerage services to 2.7 million households in the North East...

This Week in CX: Where Innovation Meets Empathy

Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news. This week, we explored why AI isn’t fixing retail marketing bottlenecks, how award-winning brands use it in CX, and what multimodal tech and shadow IT mean for the...

Top 5 Insights from New Metrics at EXP KSA

In October, CXM attended the New Metrics CX event in Saudi Arabia. Here are some of the key learnings Saudi Arabia is a region that has moved from talking about customer experience to now delivering it at scale. That evolution was...

How Award-Winning Brands Use AI for Customer Service: Real Examples from Winners

A few years ago, “AI in customer service” meant a chatbot that got stumped by basic questions and a queue that never ended. We’ve all been there, typing “speak to an agent” like our lives depended on it. The brands pulling...