Topic / Theme: Customer Experience (CX)

The UK Customer Experience Awards 2025 Rocks Wembley

Thursday, London. Above the hallowed turf at Wembley Stadium, the Awards International team were busy preparing for the 16th edition of the UK Customer Experience Awards, while watching the pitch being set for the weekend’s NFL clash between the Jacksonville...

Tawuniya Shares the Importance of Top-Down CX Transformations

The CXM team are seeing more transformation stories coming from the Saudi region than ever before. This week, at Experience KSA – an experience management event organized by New Metrics in partnership with Medallia, Customer Experience Magazine spoke with HH Princess...

Medallia’s Mike Debnar says it is Time to Take Action in the Moment

At the recent Experience KSA event, the New Metrics experience managment event held with Medallia, CXM spoke to Mike Debnar, VP Retail Executive Advisor, at Medallia, to explore how CX transformation is evolving in the age of real-time data, empowered employees,...

EXP KSA: Medallia and New Metrics Power CX Transformation Across Saudi

CXM attended the Experience KSA event this week in Riyadh, the experience management event hosted by New Metrics in partnership with Medallia. David Dungay spoke to Ben Morris, VP of Alliances, Medallia and Nader Abu Zahr, VP, Experience Management & Digital...

The Future of Customer Experience Beyond the Petrol Station Forecourt

Petrol/diesel/fuel/electric, whatever you put in your vehicle, there’s something vaguely depressing about the modern forecourt. Fortunately, it is due for an upgrade as smart solutions hit the pumps. That could help in the UK, where the one member of staff at...

US Retailer Giant Eagle Revamps Loyalty Scheme

Legacy loyalty systems are just one element of business that weigh heavily on grocers and most other retailers. They’re expensive to maintain (writes someone with a Nectar card with all the numbers rubbed off), slow to adapt, and rarely deliver...

Delta Talks Up Leading CX Among US Airlines

Having announced third-quarter operating revenue of $16.7 billion and operating income of $1.7 billion with an operating margin of 10.1% last week, Delta Air Line’s earnings call went into some detail on the customer experience improvements the airline continues to...

Why Payment Resilience is the New CX Advantage

Recent payment outages across some of the world’s most recognisable brands have left customers unable to pay in store or shop online, seriously undermining consumer trust. These disruptions highlight a growing CX problem: payment failures are not rare glitches but...

Event Report: Engage Customer Experience Summit, London

This week’s CXM day out saw us take to the leafy autumnal peace of Battersea Park where, in between the trees emerges Evolution, for Engage Customer’s latest event. Set in an events space crammed with customer experience brands and seven...

SAP Emarsys’ Customer Loyalty Index Shows Trend Loyalty is Here to Stay, Briefly

For every company that talks a good loyalty story, their hyper-focus on churn and pleading attempts to retention suggest that, even for confident brands, their concern over blind customer allegiance is growing. Data from SAP Emarsys’ only reinforces that notion....