Customers are fed up with broken experiences and AI that feels impersonal—this is the year brands need to close the trust gap or else. By Constantine von Hoffman January 9, 2026 The coming year had better be about improving customer experience because customers are not happy CX right now. They’re experiencing more problems … Continue reading Why 2026 is the year customer experience has to change
October 31, 2025 Friction can make the customer experience more human
Entain details new sportsbook features to enhance customer experience Graeme Hanna Entain has unveiled a range of new features as part of its ‘product innovation strategy’ to enhance its betting offerings across the United States, the United Kingdom, and Brazil. The tools, aimed at improving the customer experience, include faster withdrawals, new BetBuilder technology, live … Continue reading Entain details new sportsbook features to enhance customer experience
May 21, 2025 Target stock tumbles again as customer backlash over its DEI rollback takes a bite out of sales BY Sarah Bregel Sales at retail giant Target took a dive during the first three months of 2025 and executives have indicated that boycotts over its rollback on diversity, equity, and inclusion (DEI) practices are at … Continue reading Target stock tumbles again as customer backlash over its DEI rollback takes a bite out of sales
The C-suite understands the importance of CX and its place as a revenue driver. So, funding is easier, but getting it up and running is still hard going. Constantine von Hoffman on February 7, 2025 Customer engagement and experience (CX) are in the midst of yet another big shift thanks to new technology and … Continue reading AI adoption in CX is rising, but implementation challenges remain
Some customers drive loyalty and others drive volume — both matter. Here’s how to engage each group while optimizing your resources. Annette Franz on January 29, 2025 Not all customers contribute to your business in the same way. Some build long-term value through loyalty and advocacy; others drive sales volume through frequent transactions. Understanding … Continue reading Are you focusing on valued customers or volume customers?
Setting performance goals against CX metrics like NPS, CSAT or CES can backfire, demotivate employees and harm customer experiences. Raj Sivasubramanian on January 20, 2025 Metrics are a polarizing topic in customer experience. There are ongoing discussions about which CX metric is the best. Net Promoter Score (NPS) remains one of the most widely … Continue reading Are your CX metrics hurting your customer experience?
From smarter search results to personalized recommendations, AI simplifies ecommerce shopping and reduces decision fatigue. Alicia Arnold on January 9, 2025 With consumers feeling squeezed by rising prices and dealing with too many choices when shopping online, brands are turning to artificial intelligence to help consumers make better decisions. Rising prices and the paradox … Continue reading How AI can combat the ‘paradox of choice’ and improve customer outcomes
Here’s how organizations will shift focus in the coming year to deliver more purposeful engagements that grow awareness, trust and revenue. Chris Wood on December 27, 2024 In the new year, customer experience will remain a high priority for marketers. The aim will be consistent with previous years — seamless omnichannel journeys that are … Continue reading Customer experience and brand: 2025 predictions
Don’t expect a sea change. Keep delivering flexible, seamless experiences while considering these areas of improvement that will make an impact in 2025. Chris Wood on December 26, 2024 Customer experience faced serious challenges during the pandemic. Now, there’s no looking back. Customers want it all, and really there’s no excuse for them not … Continue reading Customer experience tools and strategies: 2025 Predictions
