Tag: Customer Experience

CX at large: travels of a globetrotting consultant

Welcome to the first post in CXM’s new regular series. A CX-inspired travelogue that keeps tabs on customer experience practitioners as they deliver their services to businesses around the world. First up is Ian Golding, a long-time friend of CXM...

Silos are the root cause of your customer experience challenges 

Chances are you work for an organisation that considers itself “customer centric.” In 2025, most organisations have figured out that building experiences that put the customer first is one of the best ways to create lasting customer loyalty and earn...

Voodooism protected, Labour MPs’ WhatsApp scandal, and AI restrictions in workplaces  

Voodooism recognized as protected religious belief in UK tribunal An employment tribunal ruled for the first time that voodooism is a protected religious belief under UK workplace equality laws. The decision came in the case of a council worker who sued...

UK Customer Experience Awards 2025 – open for entries

The original and still the biggest customer experience awards programme in the industry kicks off again today! The UK Customer Experience Awards now its 16th year, brings together leading UK-based firms and the best CX experts in the country to...

TELUS Digital expands global AI research with new innovation hub in Brazil

TELUS Digital Experience is expanding its AI research footprint with the launch of the TELUS Digital Research Hub at the University of São Paulo (USP). With a $1 million investment over the next three years, this facility will serve as...

Speed vs. support: The customer service love triangle

Many businesses face the dilemma of delivering fast customer service or the right support. Customers think they shouldn’t have to choose. New research from contact centre solutions provider Cirrus shows that long wait times, vague responses, and endless transfers push...

This week in CX: digital wallets, Valentine’s Day spending, and more

Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news.This week, we’re exploring the latest shifts in customer experience, from the rise of digital wallets and AI-driven banking to the impact of emerging technologies like deepfakes and...

Lydia Solutions enhances security and CX with Vonage Silent Authentication

Lydia Solutions is revolutionising its security and user experience with Vonage’s Verify API and Silent Authentication technology. As part of Vonage’s cloud communications suite, this solution enables Lydia Solutions to seamlessly verify users while safeguarding their data and privacy—eliminating friction...

Talkdesk expands APAC presence with new regional cloud in Australia

Talkdesk is strengthening its presence in the Asia-Pacific (APAC) region by launching a new regional cloud deployment in Australia. This latest expansion enables businesses in the banking, retail, and healthcare industries to host their Talkdesk platform within the country, ensuring...

Online reviews matter more than referrals in healthcare

The latest report by rater8 highlights that online reviews play a key role in patient decision-making, often surpassing personal recommendations when choosing doctors.“Patients have high standards for care, and they have no qualms about changing providers when they don’t meet...