Topic / Theme: AI in CX

Hospitality Growing AI Super Powers in 2026 for Better Customer Experiences

We’ve already taken a look at how AI will shape up many markets in 2026, with insights from around the business world. In the hospitality sector, the barrage of insights and pace of change merits its own article, with revolution...

KPMG’s Customer Experience Excellence Report Highlights Global CX Trends

KPMG has just published its 2025-26 report on customer experience excellence. It naturally focuses on the rise of agentic AI across the traditional areas of CX principles, based on over 80,000 interviews across 2,600+ brands. The 46-page report, badged as “Redefining...

Amazon AWS re:Invent Kicks Off With An Explosive AI CX Show

Amazon will dominate the news this week, with a full four-days of AI, CX and cloud stories out of the AWS re:Invent event. After some early healthcare agentic-powered news, the massive AWS event kicked off for a blizzard of news...

Customer Experience As Critical As The Cars that Dealers Sell

CXM was investigating the changing face of car dealers in the run up to the Automotive Management Live (AM Live) event earlier this month. During the show, which played host to car brands, dealer chains, technology providers and CX pros,...

CXM’s November Catch-Up and December CX Events Roundup

November may have come grinding to a halt due to Thanksgiving, but there was still plenty of action earlier on, with lots coming in December to keep an eye on. The highlight for the CXM team was definitely awards night for...

OpenText Talks Up Its Vision of the Customer Experience Future

We hear plenty from CX vendors about the evolution of their platforms, and the shifts in how teams work to deliver those experiences. But OpenText, as an information-focused company that works deeper within many enterprises, even they are talking more...

DHL Posts HappyRobot’s AI Agents to Support Live Supply Chain Operations

AI agents are all over the news and learning fast in today’s fast-moving organisations. Yet, there are still plenty of firms on the fence over safety, security and reliability. If an organisation like DHL Supply Chain, with a globe-spanning logistics...

Zoom Talks Scaling the AI Customer Experience as Companion 3.0 Takes Off

Zoom is one of the last big tech companies declaring earnings before the Thanksgiving break, but not much is stopping the company’s growth as it moves more enterprise customers to AI-powered support. Based on modest but positive third quarter total...

Customer Tech Support for Turkeys Goes AI This Thanksgiving

Everything else around this Thanksgiving in the US, and Black Friday around the world, seems to revolve around AI this year, so why not the humble tradition of cooking a turkey? Ignoring the maniacs dunking frozen birds in boiling oil, this...

Five9 Launches New Genius AI Innovations at its CX Summit to Accelerate Agentic CX

While the UK arm of Five9 was busy chatting to CXM at Contact Centre Expo. The US wing was running its live event at Gaylord Opryland in Nashville, Tennessee, and a virtual Five9 CX Summit for those at distance. Alongside...