digital experience

Total Experience Management: The Next Stage of the Experience Revolution

Every company insists it is prioritising experience. Customer experience (CX) management programmes are running end-to-end, employee experience (EX) initiatives are in place to stay ahead of skills shortages, and UX strategies are being refined. That part is encouraging. More teams are finally...

AI Has Set a New Baseline for Digital Experience Quality

There is a version of the AI traffic story that most digital teams are telling themselves, and it goes something like this: AI is sending us higher-quality visitors, conversion rates are up, and the channel is growing fast. It’s accurate,...

Half of Consumers Have Switched Brands Over In-App Payment and Refund Experience

Brands know their apps are missing financial tools that customers want. Most are doing nothing about it. As a result, The more customers are walking away, choosing rivals whose apps make paying, earning rewards, and getting refunds faster and simpler. New...

Visa Enables Agentic Commerce at Scale, But Are CX Leaders Ready?

Visa has launched Intelligent Commerce Connect as preparation for the coming wave of AI agents in online retail. The single on-ramp to agentic commerce enables businesses of any size to accept payments from AI agents, make their product catalogues discoverable...

82% of Consumers Won’t Use Billing Platforms That Can’t Prove They’re Secure

Online scams cost consumers over a trillion dollars globally last year. A new InvoiceCloud survey finds that 82% of consumers are more likely to use a billing platform that clearly displays its security credentials, and when those signs are missing,...

Consumers Will Let AI Shop for Them, Just Don’t Touch the Card

Retailers have spent the past year racing to embed AI agents into the shopping journey. Walmart linked up with Google’s Gemini. Salesforce acquired an AI commerce platform. Brands are optimising their product data for AI discovery rather than search engines....

Salesforce Acquires Cimulate to Advance AI-Powered Product Discovery in Retail Commerce

Salesforce has signed a definitive agreement to acquire Cimulate, an emerging technology company specialising in AI-powered product discovery and agentic commerce. The acquisition advances Salesforce’s push to replace keyword-based search with intent-driven product discovery in retail. Upon completion of the deal,...

How to Capitalise on the 350 Percent Growth Decade Forecast for DXPs

The global digital experience platform market is entering a decisive growth phase. New market data points to a dramatic expansion over the next decade, but scale alone will not determine who benefits. As DXPs evolve from content platforms into orchestrated...

RCS, AI, and the End of Boring Business Messages

Business messaging was once short, functional, and easy to ignore. In 2026, that approach is starting to fail. New research from Bandwidth points to the biggest messaging shift in a decade, powered by richer channels, AI-driven conversations, and rising expectations...

PC, Auto and Cloud Technologies Changing Lanes Fast At CES, As Digital Experiences Evolve

Many worker and consumer digital experiences are still rooted in the laptop or smart device that users or businesses upgrade every few years. With smart glasses, a heavy push into AI-automotive tech, and smart communities, things could be due to...

Digital Burnout Is Becoming a Daily Experience for Always-On Customers

Digital burnout describes the mental fatigue that builds up when people are constantly connected, interrupted, and expected to respond online. It shows up as trouble staying focused, irritation with digital tools, and a growing urge to ignore messages altogether. What...

Accessibility Is the Biggest Conversion Problem Costing Europe Millions

Europe’s online retail sector has a conversion problem few brands want to talk about. The real issue sits much earlier in the website journey: most e-commerce sites still can’t be used properly by the people who rely on assistive technologies. That...