Tag: Customer Experience

This Week in CX: Are We Designing Experiences or Frustrations?

Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news. This week, we highlighted how AI and digital trends are reshaping holiday shopping, customer experiences, dining habits, and health interactions. We are also discussing updates from the Wall Street...

Vodafone Spain and Twilio Bring Richer, Safer Customer Messaging to Businesses

Vodafone Spain has joined forces with Twilio to introduce Rich Communication Services (RCS) messaging to businesses across Spain, setting a new benchmark for digital engagement. The move aims to help companies replace static text messages with secure, interactive, and visually...

Bots, Budgets, and the New Holiday Hustle

The holiday shopping season has always been a little chaotic. This year, it’s just gone more digital. Instead of wandering through malls or scrolling endlessly for deals, millions of shoppers are letting artificial intelligence do the legwork. The bots are...

“There’s an AI Assistant for That”

In 2009, Apple’s catchphrase “There’s an app for that” perfectly summed up the digital world. Whether you needed a map, a meal plan, or a meditation timer, there was a dedicated app waiting in the store. But that once-iconic promise...

EXP KSA: Achieving CX Orchestration at Scale

Orchestration is moving from isolated touchpoints to holistic, connected journeys says New Metrics CXM spoke to Rami Haffar, Partner at New Metrics, at the recent Experience KSA event in Riyadh about how companies should approach their CX orchestration. The discussion explored how...

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...