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CX is a team sport

Customer experience (CX) is still a relatively new business discipline. It’s often understood as the process of understanding and managing customer’s interactions with a brand to create positive experiences at every touchpoint.What’s less clear, is how to do that successfully...

New updates from 8×8 to sweep customer frustration

Customer experience solutions vendor 8×8 has launched new enhancements to its CX platform, helping organisations boost operational efficiency and elevate customer interactions.Key updates include expanded 8×8 Secure Pay capabilities, enabling seamless payments via SMS and email, and an upgraded...

Need in-depth AI research? OpenAI’s ‘Deep Research’ might be the answer

OpenAI has unveiled Deep Research, a new ChatGPT agent designed to support users who require thorough, precise, and multi-source research. Rather than providing quick summaries, Deep Research assists with complex investigations across finance, science, policy, and engineering fields. It provides...

The digital experience challenge: rising costs and declining conversions 

According to the latest 2025 Digital Experience Benchmarks report from Contentsquare, businesses are investing more in attracting visitors yet struggle to turn that traffic into revenue. Analysing over 90 billion user sessions across 6,000 websites, the study found that brands...

The coupon generation: Gen Z won’t shop without a discount

For Generation Z, saving money through digital coupons isn’t just a savvy habit—it’s a way of life. A new study from marketing technology firm savi reveals just how deeply embedded promotions have become in consumer behaviour, particularly among younger shoppers....

InMoment’s new scoring system cracks the code to more customers and cash

InMoment has introduced a new Location Performance Scoring system to help brands turn reputation management into measurable business impact. The system includes an Industry Score, which ties Google Profile views to revenue generation, and a Target Score, allowing businesses to...

Consumers are shopping while streaming, scrolling, and browsing

According to a recent report by Salsify, 69% of shoppers are making purchases while simultaneously engaging in other activities—whether watching movies, browsing YouTube, or scrolling TikTok. Many consumers even juggle multiple distractions at once while shopping, highlighting the rise of...

Public voting closes on CXMStars

Voting has closed on this year’s edition of the CXMStars. The list of the top 50 CX influencers and professionals will be published on 10th February.This year’s competition received nearly 200 nominations from Europe, the US, the Middle East, India...

How blame culture drowns out the positives of diversity

Did Donald Trump’s “blame diversity” reaction to the Washington DC plane crash shock you? Imagine if someone in your business blamed diversity for a negative result or problematic product launch.   Or, perversely, they complained about diversity as the company...

Deskless workers feel ignored because companies fumble communication

Businesses may claim to prioritise their workforce, but a new survey suggests millions of employees are being left out of the conversation. Firstup’s latest Deskless Communication Survey reveals a major disconnect between organisations and their frontline staff, those who aren’t...