Topic / Theme: Customer Experience (CX)

Newell Brands’ Customer Experience Centre Strengthens Retail Partnerships and Showcases Innovation

Customer Experience Centres are popping up all over the place at the moment. There one for Mercedes Benz Trucks in Germany, and another coming soon to the UK from Chinese auto firm AION soon. Popping up on the other side...

Celebrating the Glitz and Glamour From the International Customer Experience Awards 2025

Starting at a tangent, depending on who you believe, businesses with a strong sense of customer belonging enjoy a five-to-six times revenue growth rate compared to others. Purely coincidentally; the impossibly, effortlessly, glamourous Italian couple leaving the Park Plaza London...

RCS in CX: How RCS Business Messaging Pays Off for Customer Experience Leaders

Remember when texting a company felt like sending a note into the void? It all started with SMS: short, boxy, but dependable. Somehow, that simple ping became the backbone of customer communication before anyone realized it. Then MMS added pictures. Then...

Automotive Management Live Ramps Up the Forecourt Customer Experience

Taking place this Wednesday in at the NEC, Birmingham, England, AM Live is the major focal point for those on the retail side of the automotive industry. In a fast-changing market, driven by booming interest in electric vehicles, the dominance...

Everest Group’s Peak Matrix Assessment Highlights Global CXM Trends

For CXM buyers looking to adopt a new CX solution there is endless advice out there, with Everest providing a broader perspective. Gartner has its largely US-centric Magic Quadrants, Forrester at least takes an interest in global differences, but it...

The Grand Theft Auto VI Delay and Customer Experience, and You

Technology product delays are nothing new. But in the world of SaaS and cloud, they’ve become something of a non-story as release cadences and feature slips glide further up the roadmap. Making the Grand Theft Auto VI game delay big...

Top 5 Insights from New Metrics at EXP KSA

In October, CXM attended the New Metrics CX event in Saudi Arabia. Here are some of the key learnings Saudi Arabia is a region that has moved from talking about customer experience to now delivering it at scale. That evolution was...

How Award-Winning Brands Use AI for Customer Service: Real Examples from Winners

A few years ago, “AI in customer service” meant a chatbot that got stumped by basic questions and a queue that never ended. We’ve all been there, typing “speak to an agent” like our lives depended on it. The brands pulling...

Achieving True Customer Centricity in 2026: The Playbook for CX-First Brands

A few years ago, customer centricity was something every company claimed to be, but not something most proved. It meant smiling more, sending a survey, maybe adding “customer-first” to your values page. But the game has changed. Today, customer centricity...

Mercedes-Benz Trucks Opens an Epic Customer Experience Centre

The personal touch remains key for large-scale purchases, and even all-digital businesses with huge numbers of customers can take a hint from the likes of Mercedes Benz’s new German CX centre down the autobahn from Stuttgart. The revamped Customer Experience...