Tag: CX news

This Week in CX: Late Payments, Lousy Loyalty, and CX Gold

Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news.This week, we’ve explored the bold, the surprising, and the overdue in customer experience – from Wizz Air’s “pay to stay behind” strategy and the UK’s instant payment...

This Week in CX: From Inbox to Espresso — AI Is Taking Over

Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news.This week, we’ve explored how agentic AI like Freshworks’ Freddy is transforming customer service, the rise of AI-written messages and RCS communication, and how companies like Starbucks are...

This week in CX: Hidden Costs, Smart Conversations & Consumer Pushback

Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news.This week, we’ve explored the rise of RCS and conversational commerce and retail’s biggest blind spots—from price hikes that risk loyalty to the hidden costs of poor scheduling...

 USCXA™️ 25 Winners Announcement   

The USCXA™️ ’25 Build-up to the Awards and Awards Ceremony took place yesterday, on June 4th. It brought together top customer experience initiatives across the US and marked a day of joy and celebration.This year’s edition of the USCXA™️ witnessed...

This week in CX: Gen Z, Pharma Innovation & Beauty Retail Warnings

Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news.This week, we’ve explored how Gen Z rethinks workplace communication, why beauty shoppers feel overwhelmed, Pfizer’s new CX metric for pharma reps, and the pitfalls of poor personalisation.We’re...

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

Grammarly secures $1B in revenue-linked deal to fuel growthGrammarly 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...

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...

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 & IrelandKFC 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...

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

Canadian families face emotional and financial risk due to rising costsA 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...

Tech, teaching, and teens: UK expands facial recognition, boosts flexible work, and tackles youth unemployment

Facial recognition technology is rapidly expanding in UK policingLive facial recognition (LFR) is swiftly becoming widespread across England and Wales, with nearly 4.7 million faces scanned in the past year—double that of 2023. Police are investing heavily, with fixed cameras...