Tag: Customer Experience

CX ‘godfather’ Bruce Temkin receives Lifetime Achievement Award

Industry legend Bruce Temkin flew into London to pick up the Lifetime Achievement Award at the International Customer Experience Awards (ICXAs). The black-tie ceremony took place at the Park Plaza London Riverbank, and was attended by over 250 leading CX...

CarTrawler claims top prize at International Customer Experience Awards

CarTrawler, an Irish firm that offers around the clock car hire support services beat off stiff competition to emerge as the Overall Winner at the International Customer Experience Awards (ICXAs) last night. On the night CarTrawler also won gold for Best...

Human-centered AI redefines customer expectations in 2025 

Zendesk’s 2025 Customer Experience (CX) Trends Report highlights a shift in consumer preferences as customers increasingly demand AI interactions that feel personal, empathetic, and authentic. Based on insights from over 10,000 global consumers and business leaders, the report highlights five...

71% of consumers find customer service more stressful than their original problems

According to a Zingly.ai survey, 71% of consumers report that customer service interactions are as stressful or even more stressful than the issues they were trying to resolve. Younger generations feel pressure the most, with 38% of Millennials and 31%...

This week in CX: are brands ready for gen Z?

Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news. This week, we’ve been looking at why you need to level up your CX strategy and how to adapt it to new generations, as well as how are...

Retailers turn to AI and observability for better digital journeys

The retail industry is leveraging observability to improve digital customer experiences (DCX) and streamline operations, with significant ROI to show for it. According to New Relic’s latest report, retailers see a fourfold return on investment (ROI) from strategic observability efforts....

64% of global fraud victims lose trust in brands

According to Telesign’s latest report, fraud poses significant risks to consumers and brands. The report highlights that 92% of consumers believe companies are responsible for safeguarding their digital privacy. However, 64% of global consumers and 58% of U.S. fraud victims...

Gen Z and Millennials turn to podcasts for news and connection

Podcasts have become a leading platform for brand discovery, particularly among younger audiences, surpassing traditional media channels. According to GWI’s latest report, the trend has accelerated since 2021, with Gen Z listeners playing a significant role in this shift. The survey...

New PayPal feature simplifies collecting money with friends and family

PayPal has announced a group money pooling feature in the U.S., Germany, the U.K., Italy, and Spain just in time for the holiday season. The feature will enable users to collaborate with friends or family to collect funds for shared...

Mitel introduces new CX management platform to boost customer engagement

Mitel has launched Mitel CX, an AI-driven platform that allows organizations to enhance engagement, streamline operations, and exceed the expectations of today’s digitally savvy consumers. As customers demand faster, more tailored interactions, businesses invest heavily in communication technologies to stay competitive....