Topic / Theme: Customer Experience (CX)

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

After the summer lull, October roared back into life for the CX industry, with trade shows, industry get togethers and awards season kicking off. November looks to be even busier as we get up to speed with what the collective...

The Complete Guide to Collecting Customer Feedback and Turning It into Action

Here’s the funny thing about customer experience. Companies spend huge amounts trying to understand customers who are already spelling everything out for them. It’s all right there in reviews, chat transcripts, post-support comments, and inbox messages. The problem isn’t a...

How EXP KSA is Redefining the Experience Movement in the Middle East

Featuring insights from Mohamed Debouk, CEO of New Metrics Saudi Arabia has entered a defining phase in its transformation journey. One where experience has become central to how organizations deliver value, earn trust, and drive growth. That transformation took center stage at EXP KSA,...

Beyond AHT and NPS: The Customer Experience Metrics That Actually Matter in 2026

Customers don’t compare brands by category anymore. They compare every experience to the smoothest one they’ve had lately. Maybe it was an instant refund, a chatbot that actually helped, or a quick call answered by someone who already knew the...

How Tech and AI Is Redefining the Las Vegas Experience

Las Vegas is approaching a year-long decline in terms of tourist numbers and hotel occupancy, with those that do visit are spending less. We were discussing what Vegas needs to do to kick that trend recently, see “Not Vegas, Baby!...

Digital Customer Journey Mapping: Create, Analyze & Optimize the End-to-End Experience

Customer journeys don’t follow the rules anymore. They zig. They loop. Sometimes they disappear altogether. Someone might spot your brand on Instagram, check prices on their phone, read reviews over coffee, then finally buy from a laptop two days later....

Poor Digital Experiences See 1-in-5 Health Insurance Policies Cancelled

The joy of easily signing up for a health, or other, insurance policy through a web form can soon be tempered by a poor customer experience on the other side of the welcome page. New research from Graphite Digital shows...

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...

Leaders and Experts Speak Out on the Amazon AWS Outage

Having seen the real-world impact of Amazon’s AWS outage stretching to smart beds, games, business apps and beyond, the industry big wigs across vendors, CX and end users are chipping in with their views and advice. Avaya’s CEO, Patrick Dennis,...

“My Bed Won’t Tilt!” Lessons of the Amazon AWS Outage for Customer Experience

Among the gnashing of teeth and mockery on X (Twitter), one of the few services not affected by Amazon’s massive outage, “My bed won’t tilt” isn’t one of the complaints we were expecting to see in relation to yesterday’s Amazon...