Customer Experience

Capital One makes employee engagement key to CX strategy

Capital One isn’t your usual bank. In fact it doesn’t even think of itself as a bank. It’s more of a technology company that happens to offer banking services. That subtle difference is reflected in its approach to employee and...

Grammarly’s $1B bet, AI surveillance risks, and travel retail’s digital lift

Grammarly secures $1B in revenue-linked deal to fuel growth Grammarly has secured a $1 billion nondilutive investment from General Catalyst’s Customer Value Fund to bolster sales and marketing while preserving its $13B valuation. Unlike traditional equity funding, this deal ties repayments...

AI isn’t enough: trust and human insight still win in CX

The customer experience landscape is rapidly evolving, and new research from Five9’s 2025 Business Leaders Customer Experience Report reveals just how much. Based on insights from the U.S., U.K., and Canada, the report shows that while artificial intelligence is already...

Gen Z wants more than just a bank – they want a brand 

As the battle intensifies between fintech disruptors and traditional banks, new research from Corporate Insight (CI) reveals striking generational differences that are shaping the future of financial services. The report paints a detailed picture of what today’s consumers really want...

This week in CX: when bots break rules and brands break trust

Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news. This week, we’ve explored how AI agents are posing new identity security risks, the fallout from Adidas’s customer data breach via a third-party vendor, and the growing mistrust...

Ready or not, AI is here! UK businesses are playing catch-up

A new report from Qualtrics reveals a growing disconnect between UK business leaders’ recognition of AI’s transformative potential and their confidence in deploying it effectively. While a resounding 92% of executives agree that AI will reshape their industries, only 16%...

When bots go rogue: the identity crisis of AI agents

SailPoint has unveiled a new report titled “AI agents: The new attack surface”, warning companies of the fast-growing security risks posed by autonomous AI systems. The report reveals that while 82% of organisations already use AI agents, only 44% have...

KFC’s UK boom, mental health overhaul, and Nvidia’s $8B China setback

KFC serves up £1.5 billion investment and 7,000 jobs across UK & Ireland KFC plans to invest £1.5 billion and create over 7,000 jobs in the UK and Ireland by 2030. The expansion includes £500 million for 500 new restaurants and...

Most organisations are badly run, says expert

Most organisations are badly run. Anybody who has ever been an employee has an anecdote about a dysfunctional organisation, populated with inexplicable decision making, toxic culture and crazy line managers. “Most organisations are poorly run, and there are repeating patterns that...

IgniteTech acquires Khoros

IgniteTech has acquired Khoros, a platform for digital-first customer engagement. This strategic acquisition highlights IgniteTech’s full transition into an AI-first company, a transformation it achieved in under 10 months. With this move, IgniteTech aims to infuse its AI technologies throughout the...

Cegeka picks Talkdesk to power next-gen AI-driven customer experience

Talkdesk has announced a new partnership with Cegeka, an international IT services provider. The collaboration will see Cegeka adopt the Talkdesk CX Cloud platform to transform its customer support operations with cloud and AI capabilities. By implementing Talkdesk’s modern CX technology,...

Canada’s financial divide, Amazon’s defiance, and Chinese censorship

Canadian families face emotional and financial risk due to rising costs A new study by the Money Wise Institute reveals a growing disconnect between Canadian parents and their children on inheritance expectations. While 80% of parents cite rising living costs as...