Topic / Theme: Customer Experience (CX)

Qualtrics’ UK Consumer Research Highlights Low Trust in AI

Arriving on CX Day, new research from Qualtrics reveals that AI-powered customer service is falling short for UK consumers, costing brands loyalty and sales. The 24-page Consumer Experience Trends Report shows that only 5% of UK consumers say they would prefer...

CX Magazine Celebrates CXDay With Today’s Events and Insights

While not quite as exciting as tomorrow’s World Octopus Day, today is World CXDay, celebrating all that is good in the sphere of customer experience. It sees the big and small names across our expansive digital landscape all taking a...

L’Oréal’s Noli, the AI-Powered Beauty Platform and Akeneo Deliver Personalised Retail Experiences

In the consumer space, AI is fast developing new ways to engage buyers. The latest example comes from L’Oréal backed AI-driven beauty shopping platform, Noli. It has started using Akeneo’s Product Information Management (PIM) solution to power a hyper-personalised product recommendation...

Apple’s iOS 26 Live Airline CX Features Taking Off

During its Worldwide Developer Conference, Apple announced an improved customer experience for iPhone-using airline customers. Offering live updates and boarding passes within iOS Wallet, the feature is now available from selected airlines, as the iOS upgrade is fully available. Alongside the...

AI Personas Guiding Food and Beverage Brands to Smarter Decisions, and Coffee

Every software vendor is touting their latest AI features and benefits, but at CXM we’re also starting to hear about the benefits from end user organisations, and hopefully among their customers. Take Stravito, launching AI Personas, an agentic AI tool...

Your Customers’ Mobile Number Is Their Most Important ID, Handle It Carefully

Historical patterns tend to repeat themselves. Take your Social Security or National Insurance number.  Originally issued to track a worker’s earnings, In the US, its widespread use by government agencies eventually transformed it into an unofficial national ID. Then credit agencies...

Contentsquare’s New AI Agent “Sense Analyst” Delivers Analytics on Autopilot

If you ever had the feeling the robots are taking over everything, this week’s rash of product releases will confirm your suspicions. The latest news sees Contentsquare’s Sense Analyst announced as the latest autonomous AI agent to boost CX analytics...

Luton Airport’s Assisted Travel Lounge Adds to the Customer Experience

Airports are rarely top of people’s happy places, but for passengers with accessibility needs and assisted travel issues they are stressful in the extreme. While most airports are making strides to improve the customer experience, more is needed to support...

Holiday Shoppers Don’t Trust the Hype

Nearly 7 in 10 shoppers (69%) confessed they’ve sent back items bought during major sales events, according to Akeneo’s latest PX Pulse survey on holiday shopping behaviour.  According to the shoppers, poor product quality, confusing or missing details, and misleading images...

TikTok (US Version) Could Save Marketing Access to Gen Z

TikTok has been the golden child of social media for the last couple of years, doubling from around 750 million users in 2022 to 1.5 billion in 2024. As a marketer’s dream, especially with the decline of Twitter/X, everything seemed...