The Ultimate Guide to Customer Experience
A curated American edition of TechDay news, analysis, interviews, reviews, job moves, and related resources for Customer Experience (CX).
What to know about Customer Experience
Customer Experience (CX) encompasses every interaction a customer has with a brand, shaping perceptions, loyalty, and business success. This tag explores the latest trends, technologies, and strategies companies are adopting to enhance the customer journey in a rapidly evolving digital landscape.
Readers will find insights into how businesses worldwide are leveraging AI, automation, real-time data, and omnichannel engagement to meet rising customer expectations. Stories highlight practical applications—from retail and financial services to telecommunications and public sectors—showcasing how CX innovations drive efficiency, personalization, and trust.
Dive into expert analyses, case studies, and reports that reveal common challenges like integrating legacy systems, managing data privacy, and overcoming regulatory hurdles. Learn why blending technology with human empathy is crucial and how emerging tools like chatbots and AI agents are reshaping service paradigms.
Whether you're a business leader looking to boost loyalty and revenue or a professional passionate about the evolving consumer landscape, this collection offers valuable perspectives on delivering meaningful, seamless, and engaging customer experiences today and in the future.
American Customer Experience News
Regional stories with direct local relevance
Glassbox earns Microsoft designation for financial AI
The designation could help Glassbox win more bank and insurer deals by signalling its AI tools fit Microsoft cloud and compliance standards.
MANTL in-branch account opening tops 1 million applications
US banks are using digital tools in physical branches to cut paperwork and widen account-opening reach as branch investment rises.
CSI launches commercial banking suite for community banks
Smaller lenders risk losing commercial deposits as the new suite adds payments, cards and treasury tools to serve complex business clients.
Embers Credit Union goes live with MANTL loan origination
The Michigan credit union is aiming to cut loan handling time and simplify member service by using one platform for deposits and borrowing.
Boston Logan adds AI hologram concierges for travellers
Travellers at Boston Logan now have a multilingual AI avatar directing them to gates and baggage claim, easing pressure on airport staff.
Staff shortages block AI adoption across US government
Nearly 60% of officials say workforce gaps are slowing deployments, as security worries and fragmented systems also hold back progress.
Analyst Insights
Research and market analysis connected to Customer Experience
Genesys unveils AI tools to orchestrate customer journeys
Claroty named leader & customer favourite by Forrester
Certinia study finds integration key to AI success
Everpure named Gartner leader for enterprise storage
Litera adds AI search & growth tools for law firms
Featured News
AI transforming B2B discovery - but human trust endures
AI is changing how B2B buyers make decisions - but an expert warns that it is not a substitute for effective human comms strategies.
Databricks AI helping telcos prevent churn, predict fraud
By linking customer, network and operational data, telcos can spot churn and fraud sooner, while also speeding service and support decisions.
Expert Columns
Why Email and Phone Append Matter for Prescreen Campaigns
When IT fails in manufacturing, the whole supply chain pays
The importance of data enrichment in financial services
The AI metric that matters isn't token cost
4 practical tips for maintaining data quality
6 Pillars of data quality and strategies for improving your data
For sensitive health categories, eCommerce can remove more than just the checkout queue
The invisible trust layer: Why payments are becoming a systems problem
Why You Need Phone Validation in Your Customer Data Toolkit
Translation over technology: The channel's most undervalued skill
Interviews
Interviews and video coverage from the network
Recent Customer Experience News
Al-Futtaim picks Juspay for 50-brand payments rollout
Customers across 50 brands in 12 markets will get a single checkout layer, as Al-Futtaim seeks fewer failed payments and easier reporting.
Manhattan launches tiered Editions for growing firms
Growing firms will be able to add supply chain functions without reimplementation, as Manhattan's tiered software model targets easier scaling.
FintechOS raises USD $28 million to fuel US expansion
Its US business is expanding rapidly, with recurring revenue up 40% and growth in the market hitting 130% in the first half.
Ayla launches Dealer Hub for connected device networks
Manufacturers can now monitor dealer-installed devices across sites, aiming to cut service delays and spot faults before customers complain.
Fashion shoppers wary of AI buying on their behalf
Most buyers want AI to compare prices and flag discounts, but only 7% would let it spend on fashion unapproved.
CMOs & CIOs split over AI decision-making at firms
Shared AI projects are stalling as marketers and technologists dispute control, with most CIOs claiming the final say on CMS and DXP choices.
Qualtrics unveils XM Data and AI Platform for 2027
The new system aims to help businesses cut churn and protect sales as poor customer experiences put nearly USD $3 trillion at risk.
Forrester urges firms to prioritise practical AI governance
Enterprises face mounting risks from AI outages and hidden governance costs as Forrester says day-to-day operational needs now outrank frontier fears.
RS2 warns businesses confuse connectivity with orchestration
The gap is leaving many firms reliant on manual routing and weak token control, with transaction performance and resilience suffering.
Merlin rolls out NiCE CXone across 140 attractions
Guest service at Merlin's attractions has improved sharply, with issue resolution rising to 95% after an AI platform was rolled out.
Merlin rolls out NiCE AI across visitor attractions
Visitors should see faster help and fewer repeat calls as Merlin links bookings, support and follow-up across 140 attractions worldwide.
Candescent expands Google Cloud AI tie-up for banks
The expanded deal should help more than 1,300 banks and credit unions move AI from pilot projects into day-to-day banking systems.
FIS posts record core banking wins at smaller banks
Smaller lenders are accelerating technology overhauls to curb fraud and improve digital services, driving FIS to a record first-half tally of core wins.
Catapult uses AI agents to speed up support worldwide
Support response times have fallen as the sports technology company lets AI triage routine queries for teams across 139 countries.
Lumin Digital launches open banking integration with MX
Banks using the platform can now connect customers to approved financial apps without screen scraping, improving consent controls and data access oversight.
Cloud5 to acquire interTouch CALA in Latin America
The deal will widen Cloud5's hospitality footprint as hotel groups in Latin America and the Caribbean boost technology spending.
Chime to buy Stride Bank for USD $590 million cash
The deal gives Chime direct control of its banking infrastructure and is expected to lift earnings while cutting partner fees.
LoanPro AI tool cuts loan servicing call times 15%
Loan servicers could see fewer escalations and faster calls as the new interface also creates an audit trail for compliance checks.
Digital banking now drives customer loyalty, study finds
Many customers would switch providers for a better online service, as banks face pressure to make digital tools more personal and secure.
Zendesk adds real-time voice translation for contact centres
It could ease staffing bottlenecks and cut waits for multilingual customers, as live translation is built into one support workflow.
Job Moves
Intersection hires KJ O'Connell to lead experiential sales
Zingtree appoints Venkat Iyer as Chief Technology Officer
Corsha appoints new chief operating & product officers
Hovership appoints Mike Maya as national sales chief
Pureprofile appoints Christina Statescu as US sales head
Abnormal AI names three executives amid attack surge
360 Privacy expands C-suite with four executive appointments
Alation appoints Rick Baker as Chief Operating Officer
Testlio expands AI testing push & appoints new CEO
